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How to get the data from Chat channel

Hello,

We are trying to create an integration for the chat channel.We want to be able to read the chat channel info, and forward it to another app, creating a bridge betwwen chat channel and other chat apps, lokr gogole chat, webex teams chat, etc.

We have been pointed to webhooks, specifically the webhooks used for Task,  as each chat session seems to be a Task asssigned to an agent.

We see that there are webhooks that inform when a task is created, assigned to an agent, ended etc. But we have not been able to find a webhook that informs when a chat message has been sent or received.

What are we missing here? Is there any way to access this chat data?

 

 

 

1 Accepted Solution

Accepted Solutions

All, I have confirmed that there is a feature request opened for this requirement but cannot provide any timelines on when you will see this on developer portal.

Please continue to follow up later this year on the status - hopefully by then we can provide a suitable timeline. Thank you.

 

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3 Replies 3

ptindall
Cisco Employee
Cisco Employee

The task webhooks approach will only give you task state changes; you won't get the payload that way.   To intercept and insert processing on incoming chat messages you will need insert some additional nodes into the Webex Connect flow that handles your incoming messages and delivers them to the agent (via the conversation associated with the task).  For messages in the opposite direction you can trigger processing based on events at the agent side, such as agent sending a reply message.  There will be a bit of a learning exercise required here.   I'd suggest to start by getting some familiarity with Webex Connect.

 

Arunabh Bhattacharjee
Cisco Employee
Cisco Employee
Hi,

Today there is no API to listen for Webex Connect chat messages – this will likely change based on the roadmap.

We will have the Product team confirm the exact timelines with you on this thread.

Thanks & Regards,
Arunabh.

All, I have confirmed that there is a feature request opened for this requirement but cannot provide any timelines on when you will see this on developer portal.

Please continue to follow up later this year on the status - hopefully by then we can provide a suitable timeline. Thank you.