Automated chat reminder from Genesys Chat
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02-20-2025 10:26 AM
Hello,
we have Genesys CTI integration in place which is currently used by service desk team. We are looking to automate the chat functionality to send chat reminder using Genesys chat. Is it feasible? if anyone has done this earlier, can you share any relevant document or steps?
PS: we dont have MS team integrated with our instance and hence trying to explore existing genesys chat option.
Thanks in advance,
Best Regards,
Girija K
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02-22-2025 02:55 AM
@GirijaK wrote:Hello,
we have Genesys CTI integration in place which is currently used by service desk team. We are looking to automate the chat functionality to send chat reminder using Genesys chat. Is it feasible? if anyone has done this earlier, can you share any relevant document or steps?
PS: we dont have MS team integrated with our instance and hence trying to explore existing genesys chat option.
Thanks in advance,
Best Regards,
Girija K
Integrating Genesys Chat with ServiceNow allows your service desk team to automate chat reminders effectively. By using the Genesys Cloud Connector, available on the ServiceNow Store, you can embed Genesys' chat capabilities directly into ServiceNow. This integration enables agents to manage chats within a unified interface. To automate chat reminders, you can utilize ServiceNow's Flow Designer to create workflows that trigger notifications based on specific conditions, such as inactivity periods in a chat session. This setup ensures timely follow-ups and enhances overall efficiency. For detailed guidance, refer to the Genesys AppFoundry and ServiceNow documentation.
