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I want to call an api periodically in power virtual agent recursively

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Posted on by Community Power Pla... Microsoft Employee

Hi Team,

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 Go to Step 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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peterswimm Microsoft Employee on at

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Instead of trying to insert calls in the runtime, why not instead do a direct handoff to genesys?

https://learn.microsoft.com/en-us/microsoft-copilot-studio/customer-copilot-genesys-handoff

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Community Power Pla... Microsoft Employee on at

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Hi Peter,
Thank you for the reply,
I have already explored below approach, in this approach, PVA bot should integrated into Architect flow Genesys Bot. We do not want to integrate in that way.
https://github.com/GenesysCloudBlueprints/bot-connector-for-ms-power-virtual-agent https://learn.microsoft.com/en-us/microsoft-copilot-studio/customer-copilot-genesys-handoff

Requirement: User should be remains on PVA bot and should be able to communicate with Genesys Live agent. Genesys Cloud provides REST API's for communicating with Genesys Live Agent. So, I am trying hard to establish communication between customer and live agent using REST API's but not able to sync messages of Genesys Live Agent as I am not able to run flow continuously. Do you have any other solution to my requirement?

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