How to Send Message or Notice to Chat Session from Workflow

Introduction

Genesys allows to send messages and notices (types are limited) to chat session from a workflow (like an URS/ORS strategy).

For example, when a customer starts chat session from web page, chat session is being created in ChatServer and corresponded interaction is being submitted in Interaction Server. At some point the interaction will be processed by workflow which could send a message like "agent will be with you shortly... " and then start routing (i.e. finding an agent to serve this chat communication).

Prerequisites

Interaction Server application (in configuration) must be connected to Chat Server application's "ESP" port. How to implement In order to send message or notice from URS strategy - following must be done: Verify that the interaction is still online - i.e. by checking UData['IsOnline'] != '0'. If interaction is offline - it means that chat session is closed (and so there is no any sense to try to send messages into it) Extract from interaction properties the name of Chat Server application which is processing/handling ongoing chat session. It could be done by assigning UData['ChatServerAppName'] to local variable. Use "External Service" block (in “Data and Services” palette in IR Designer*) to send the request. Following must be specified: Application type must be set to "ChatServer". Application name must be set to value obtained from userdata (in step 2). Service must be set to "Chat" Method must be set to "Message" "Don't send user data" must be unchecked. Following must be specified for "Parameters":