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 a chat session from the web page, the chat session is created in Chat Server and corresponding interaction is submitted in Interaction Server. At some point, the interaction is processed by the workflow, which can send a message like "agent will be with you shortly... " and then the routing starts (to 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

The following steps are necessary in order to send a message or notice from the URS strategy:

1. Verify that the interaction is still online, for example, by checking that UData['IsOnline'] != '0'. If the interaction is offline, which means that the chat session is closed, there is no sense to send messages into it.
2. Extract from the interaction properties the name of Chat Server application which is processing/handling this ongoing chat session. This can be achieved by assigning UData['ChatServerAppName'] to a local variable.
3. Use the External Service block to send a request. Make sure that:
   • The Application type is set to ChatServer.
   • The Application name is set to a value obtained from the user data in step 2.
   • The Service name is set to Chat.
   • The Methodis set to Message for messages or to Notice for notices.
   • The Don't send user data is unchecked.
   • The following parameters are specified:

   Parameter	Applicable to	Mandatory	Value Description
   MessageText	Message	yes	Message text to submit to a chat session
   NoticeType	Notice	yes	Possible values: USER_PUSHED_URL – to implement the "push URL" functionality (NoticeText must contain valid URL) USER_CUSTOM – could be used for any custom purpose (completely transparent for Chat Server)
   MessageType	Message	optional	Any arbitrary text as message type (transparent for Chat Server)
   NoticeText	Notice	optional	Any arbitrary text
   Nickname	Message or Notice	optional	Nick name of a participant on behalf of whom the message will be shown in chat session
   Visibility	Message or Notice	optional	Possible values: ALL – message will be visible to all chat participants (default value) INT – message will be visible to agents and supervisors only VIP – message will be visible to supervisors only Use visibility wisely as not all components (including Genesys Workspace) support it.