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I want to integrate third party live agent(Genesys) via Rest API's, able to make api calls, but not able to run api periodically to sync live agent messages

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Posted on by Community Power Pla...

Hi Team,

I am new to Copilot Studio.

I would like to integrate third party agent api's(Genesys) into PVA topic(Copilot Studio).
I have created a power automate flow and able to post customer messages to Genesys live agent with help of HTTP connector.

After posting message to Live Agent, I want to make another API call for receiving messages from live agent. I am able to receive message from agent with help of another API call. But Agent sends multiple messages, I want to display those messages to customer in the PVA.

FYI: Genesys Cloud will send live agent messages to a configured our endpoint or webhook URL.

In order to sync messages sent by live agent, I have to call second API continuously on periodical basis. I tried doing this using "Go To Step" task but after 100 seconds getting infinite loop exception.

I want to run this flow with help of GoToStep continuously on periodical basis, so that we can sync live agent messages to PVA bot. Once we receive new message from user, it should end previous flow execution and should start execution the flow from the beginning.

Can you please suggest the solution to my requirement. Is there any solution available in the Copilot studio to my requirement.

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Calling actions from Copilot Studio

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adilei on at

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That is not the pattern we recommend for integrating Copilot Studio with an engagement hub. See if this helps: Create copilots for customer engagement and hand off - Microsoft Copilot Studio | Microsoft Learn

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Community Power Pla... on at

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Thanks for quick response.

Is it possible to send an activity on behalf of PVA bot using direct line Api to current chat session.

Here is my scenario to understand my requirement.
User is chatting PVA bot and suddenly user escalated to a live agent.
So live agent will send a response to a configured post endpoint, and I want to push that live agent response using Direct Line API to current chat session.

is it possible, or do we have any solution to this problem.
Using Custom Web Chat React component, I am able to do it. Custom Web Chat React component is not accessible in other channels.

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adilei on at

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I understand the use case, it's just that we recommend a different pattern. Once the conversation is escalated, your customer facing app/channel should handle the communication between the user and the live agent. The bot/copilot should no longer be a party. It's in the docs I linked to.

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