GMS ChatAPI Refresh Service - Not sending introductory message

NICE CXone API & Integrations
1

Now I am using the below GMS URL for testing with our own custom chat widget.

https://oma-cst-gms.1dc.com/genesys/2/chat/chatbot/

as per the below document URL

https://docs.genesys.com/Documentation/GMS/8.5.2/API/ChatAPIv2

When we are using GGChat tool, it follows these steps.

  1. we first initiate chat by calling the Request Chat API, upon successful completion we start the chat.

  2. Meanwhile in the background we call the Refresh Chat API every 3 to 5 seconds, this API contains an request parameter called “transcriptPosition”
    Whose initial value is sent as 1 and subsequent value is based on response value “nextPosition” (according to documentation)

When we start a chat Refresh Chat brings 2 outputs
First connection to the chatbot is successful and an introductory message.

Now with the custom chat widget which we have built, we get only 1 output for step 2
We don’t get the introductory message

Please let me know the reason.

2

Both are calling to the same GMS endpoint?

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3

Yes,
My custom chat widget and GGchat both are pointing to the same URL.

4

Can you share GMS logs for both requests?

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5

Sorry
I cannot post the logs in open forum due to data privacy issues.
Any other help or ideas would be appreciated

6

Well… Sorry, without logs you only could open a ticket with Genesys

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