Hey folks,
I’m trying to figure out how to send a proactive notification or message to a customer who previously had a web messaging session with us. We’re working on improving our WFM adherence and service level metrics by reaching out to customers who abandoned the queue or ended a session without resolution.
I’ve been looking through the Genesys Cloud API docs, and I see there’s a /api/v2/conversations/messages endpoint, but I’m not sure if this is the right one to use for proactive outreach. I also noticed there’s a Web Messaging Guest API, but I’m not sure how to tie it back to a previous session.
Here’s what I’ve tried so far:
import requests
headers = {
'Authorization': 'Bearer YOUR_ACCESS_TOKEN',
'Content-Type': 'application/json'
}
payload = {
"to": [
{
"id": "CUSTOMER_ID_FROM_PREVIOUS_SESSION"
}
],
"text": "Hey, just checking in. Did you need help with your last issue?"
}
response = requests.post(
'https://api.mypurecloud.com/api/v2/conversations/messages',
headers=headers,
json=payload
)
print(response.status_code)
print(response.json())
When I run this, I get a 400 Bad Request error with the following message:
{
"message": "Invalid message recipient",
"code": "bad.request",
"status": 400
}
I’m not sure if I’m using the right endpoint or if there’s a different way to identify the customer from a previous web messaging session. Does anyone know how to properly send a proactive message to a customer who had a prior session?
Thanks in advance!