Please ensure Javascript is enabled for purposes of website accessibility
Process Conversations (Web Messenger)
  • 06 Nov 2023
  • 2 Minutes to read
  • Dark
  • PDF

Process Conversations (Web Messenger)

  • Dark
  • PDF

Article Summary

This article outlines the necessary steps for installing and configuring the Process Conversation (Web Messenger) integration in Genesys Cloud. The primary function of the integration is to transmit the authentic conversation ID to Mindful Feedback, enabling us to conduct polling with the accurate ID, as opposed to relying on the webMessengerJourneyId, which often results in a null response. In a broader context, this integration serves to address the potential delay in the Genesys Cloud API. We typically conduct polling on a minute-to-minute basis, and there are instances where the conversation might not be readily accessible within the Genesys Cloud platform at that precise moment. To set up the integration, follow the steps below, starting in the Genesys Cloud user interface.

Installing the Integration

Quick access: Admin > Integrations > Integrations

  1. From the Integrations page, click the + Integrations button in the upper right-hand corner of the page.
  2. In the Search field, type "Web Services Data Actions" and click Install.Screen capture of install integration window
  3. On the Details tab, change the name of the integration to "Process Conversation Web Messenger" as shown below. Screen capture of Integrations Details tab
  4. Click the Configuration tab and then select Credentials. Click the Configure button. Screen capture of Configuration tab5. In the modal window that appears, you will add your Customer UUID for Mindful Feedback in the Username field and the Auth token for Mindful Feedback in the Password field. Screen capture of Configure Credentials modal window
    To find the information you need for this step:
    1. Navigate to the Mindful Feedback user interface.
    2. Go to Settings > Customer Settings > Customer Credentials to find your Customer UUID and your Auth token.
      Screen capture of Customer Credentials tab
    6. After entering your Customer UUID and Auth token, click OK.

Activating the Integration

Quick access: Admin > Integrations > Integrations

  1. From the Integrations page, search for the new Process Conversation (Web Messenger) integration you created.
  2. Click the toggle switch in the Status column to activate the integration. Screen capture of Integration status column

Setting Up Actions for the Integration

Quick access: Admin > Integrations > Integrations

  1. Select the Actions option from the left-hand navigation menu.
  2. Click the + Add Action button.
  3. In the modal window that appears, select the newly created Process Conversation (Web Messenger) integration.
  4. In the Action Name field, enter "Process Conversation Action" as shown below and click the Add button.Screen capture of integration name and action name modal window
  5. Go to Setup > Contracts of your newly created action and create the following Schema:Screen capture of Setup tab
  6. Go to Setup > Configuration and create the following configuration: Screen capture of Setup configuration tab
    In the Request URL Template field, do not use as shown in the example above. Use the base URL for your own instance of Mindful Feedback.
  7. Go to Setup > Test to test your action.
  8. Once the test has passed, click Save & Publish.

Setting Up a Web Messaging Inbound Flow

Quick access: Admin > Architect > Architect > Inbound Message flows

  1. Select your Web Messaging inbound message flow.
  2. From the Start block, select Toolbox > Data > Call Data Action.
  3. On the right-hand side of the page, select Process Conversation (Web Messenger) from the Category drop-down menu. Then select Process Conversation Action from the Data Action drop-down menu.

Screen capture of Call Data Action window

  1. Under the Inputs section that appears, for conversation_id, select Expression type value from the drop-down menu and add Message.ConversationId as the variable, as shown below:

Screen capture of Inputs section

  1. Associate the correct actions for the Success/Failure/Timeout possibilities as shown below:

Screen capture of web messaging inbound flow

To test that everything is working correctly, you can turn off polling and change to process through API, then take a webMessenger survey and validate that the interaction updates correctly. You can also leave polling on and just validate that webMessenger survey is able to update correctly, if you are concerned about voice surveys polling if testing during work hours.

Was this article helpful?

Changing your password will log you out immediately. Use the new password to log back in.
First name must have atleast 2 characters. Numbers and special characters are not allowed.
Last name must have atleast 1 characters. Numbers and special characters are not allowed.
Enter a valid email
Enter a valid password
Your profile has been successfully updated.