Skip to content

Log out in OpenMessage V1

The "Log out" action in OpenMessage V1 allows terminating active sessions in Genesys Cloud while keeping the session active in Lynn. This is done with the purpose of continuing to perform actions in Lynn, such as triggering a post-interaction survey.

Status: Active.

Complexity: Advanced.

Category: Integration.

Description of Use Case

Usability: This function focuses on configuring data actions in Genesys Cloud to call APIs and facilitate integration with Lynn.

Expected Outcome: Through an API, the aim is to achieve the automated termination of a conversation with an agent in Genesys Cloud, while allowing the same session to remain active in Lynn to trigger subsequent actions, for example, a post-interaction survey.

Resolution Method of the Use Case

Solution Description

  1. Access to Genesys Cloud: The user must log in to the Genesys Cloud platform using their corresponding credentials.

  2. Creation of Data Actions: Proceed to configure a new data action in Genesys Cloud. This setup will allow calling APIs and managing integration with Lynn efficiently.

  3. Specification of the Identifier: During configuration, the unique identifier associated with the contact whose session is to be terminated must be specified. This identifier is crucial to ensure the correct termination of the desired session.

  4. Calling the action to continue the session in Lynn through Triggers: The process of logging out in Genesys Cloud while keeping the session active in Lynn can be automated using Genesys Cloud triggers. These allow closing a conversation without the need for the user to execute the logout through a button. To do this, a trigger based on specific parameters desired for the type of disconnection desired must be created. This will send the information to the corresponding workflow, where the data action configured previously will be invoked to terminate the conversation automatically.

Involved LYNN Components

Genesys Cloud Integrations/Actions:

https://help.mypurecloud.com/articles/create-custom-action-integrations/

Involved External Components

Genesys Cloud Actions:

https://apps.mypurecloud.com/directory/#/admin/integrations/actions/

Triggers Overview Genesys Cloud:

https://apps.mypurecloud.com/directory/#/admin/triggers/

Additional Documentation:

For more information on Triggers Overview Genesys Cloud, access Here