Genesys Engage on-premises

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  • 1.  WDE - Change Chat message displayed

    Posted 09-04-2019 15:34
    Hi everyone,
    is it possible through a customization of WDE, to intercept the EventSessionInfo events coming from Chat Server to eventually apply changes on the Chat text that is displayed?

    Thanks 
    Riccardo 

    #Implementation
    #Integrations
    #Omni-ChannelDesktop/UserInterface

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    Riccardo Paoli
    NTT Data Italia S.p.A.
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  • 2.  RE: WDE - Change Chat message displayed

    Posted 09-23-2019 05:55
    Hi,

       Did you find the solution ? We have the same kind of need but we don't find any documentation on the customization for Social Media.

    Thanks,
    Serge

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    Serge Mol
    Proximus PLC
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    Original Message


  • 3.  RE: WDE - Change Chat message displayed

    GENESYS
    Posted 09-24-2019 08:14
    Hello Riccardo,

    I have forwarded this message to one of the WDE developers. As soon as I get an answer, I'll post it here.

    I searched the developer documentation and the only reference to EventSessionInfo I could find was on this topic: https://docs.genesys.com/Documentation/ESChat/8.5.3/Admin/ChatFCap

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    Matthew West
    Staff Technical Writer
    Genesys Laboratories
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    Original Message


  • 4.  RE: WDE - Change Chat message displayed

    Posted 09-27-2019 15:08
    Hi Riccardo
    Yee it is possible. We made it via a WDE customization. In our code we get access to every created ChatView and replace message wpf content manually.
    It it the only possible way we found. Maybe not so elegant

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    Vladislav Ugryumov
    Altuera LLC
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    Original Message


  • 5.  RE: WDE - Change Chat message displayed

    Posted 09-28-2019 05:04
    Hello Vladislav,

       Can you explain a little bit more "we get access to every created ChatView and replace message wpf" ?
       In fact in our case, for messenger, Fb, Twitter we want via customization generate an event each time a customer is sending a new text in an ongoing conversation. This is required to help our agent when managing multiple conversation in parallel : in a 3rd party application make a warning with a summary of text sent by the customer.




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    Serge Mol
    Proximus PLC
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    Original Message


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