Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Dipanjan on April 13, 2021, 05:35:25 PM

Title: GMS ChatAPI Refresh Service - Not sending introductory message
Post by: Dipanjan on April 13, 2021, 05:35:25 PM

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


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.

Title: Re: GMS ChatAPI Refresh Service - Not sending introductory message
Post by: cavagnaro on April 13, 2021, 07:11:13 PM

Both are calling to the same GMS endpoint?

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Title: Re: GMS ChatAPI Refresh Service - Not sending introductory message
Post by: Dipanjan on April 14, 2021, 06:11:58 AM

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

Title: Re: GMS ChatAPI Refresh Service - Not sending introductory message
Post by: cavagnaro on April 14, 2021, 03:30:57 PM

Can you share GMS logs for both requests?

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Title: Re: GMS ChatAPI Refresh Service - Not sending introductory message
Post by: Dipanjan on April 16, 2021, 01:10:54 PM

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

Title: Re: GMS ChatAPI Refresh Service - Not sending introductory message
Post by: cavagnaro on April 16, 2021, 01:32:11 PM

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


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