In this article we describe how we integrate with Genesys Cloud. The method we choose is to provide the Genesys user with access to AMI the "smoothest" access to the email conversations, ability to handle by simplified ways and to keep the conversation status as most accurate as possible.
The visual way of "how" AMI integrates into Genesys Cloud is explained in the High Level Design. Explainers:
- all emails always are recieved, routed and stored into Genesys queues.
- as soon as conversation "hits" the queue, AMI is informed by Event Bridge and events are stored into RDS.
When users are allowed to access AMI client, they are "recognized" in their AMI role.
This starts for access to enter the queue(s) and the ability to preview conversations, and continues for allowance to make an action like conversation assignment, or being connected* and allowed for handling the conversation.
* For these actions we collect the conversation by conversation API.
In case of handling of the conversation; in example reply, forward, transfer or disconnect, the events are updated and made visible in AMI. As example: disconnecting means closed and removed from queue, stored as an archived conversation and finished. Depending of user state, new conversation will be pushed or pulled from queue.
All of this ends with updated or finished Genesys timeline and send message to email participant(s)