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WebChat in-widget menu buttons/options

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  • 1.  WebChat in-widget menu buttons/options

    Posted 12 days ago
    Hi,

    Is there a plan to add in-widget buttons/options for customers to select in the widget?
    For example, when a customer starts the webchat, they will be able to see buttons/options at the start to let them know how to get started or after a question is asked by a bot (Amazon Lex Bot) similar to the image below.
    This will allow us to guide the customer to ask specific questions with the Bot until they get the right answers or routed to an Agent.


    #AskMeAnything(AMA)
    #Roadmap/NewFeatures

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    Nhel
    Tykans Group Inc
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  • 2.  RE: WebChat in-widget menu buttons/options
    Best Answer

    GENESYS
    Posted 11 days ago
    Hi Nhel!

    Thanks for reaching out and asking this question. I'm happy to let you know that we have a feature called 'Quick Replies' on our Q1 Roadmap that will allow for exactly the experience you described. At this point we're shooting for this feature to be available in Q2.

    I'd be curious to learn more about the use-cases you might have for this new feature. Also, do you have any bot vendors (e.g. Lex) and messaging channels (e.g. Facebook Messenger) in mind that you or your customers would be particularly interested in?

    Thanks,
    Johannes

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    Johannes Liegl
    Genesys - Employees
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  • 3.  RE: WebChat in-widget menu buttons/options

    Posted 11 days ago
    Hi Johannes,

    Thank you very much for your response. This is good news.
    We are currently using the Amazon Lex Bot in our IVR. We are also trying to configure a Google Dialogflow Bot right now and see which is better.
    Right now, we are planning to set up the bot on our Webchat
    In the future, we are planning to integrate with Facebook Messenger and Whatsapp messaging.
    Our use case, for now, is to allow the bot to ask specific questions and provide answers. If it wasn't able to answer or assist, the bot should transfer the interaction to an Agent.

    By the way, can we use this "Quick Response" feature to get the feedback of the customer at the end of the chat interaction?
    We are thinking of having the option to ask the customer to press a button/option to rate their experience with the bot/webchat. Something Like smiley if they are happy or not so we can improve the experience.


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    Nhel Rence Grandia
    Tykans Group Inc
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  • 4.  RE: WebChat in-widget menu buttons/options

    GENESYS
    Posted 10 days ago
    Hi Nhel,

    You're welcome!

    You could model this customer feedback gathering with an additional question (e.g. 'Was this interaction useful?') + quick replies (e.g. 'Yes' / 'No') from the bot at the end of the conversation.

    What would you do with such a feedback?

    Johannes

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    Johannes Liegl
    Genesys - Employees
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  • 5.  RE: WebChat in-widget menu buttons/options

    Posted 10 days ago
    Hi Johannes,

    Thanks again for your answer.

    We would like to use the feedback to see how we can improve the webchat/bot.
    For example, for the interactions where the customer says it's not helpful, we would like to see the conversation details and why they gave that feedback.
    Maybe the bot wasn't able to understand the customer properly and kept asking the same question.
    We are thinking of creating a report that shows this information, and so we can discuss how to improve the bot/webchat and the experience of the customers.


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    Nhel Rence Grandia
    Tykans Group Inc
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  • 6.  RE: WebChat in-widget menu buttons/options

    GENESYS
    Posted 9 days ago
    Edited by Johannes Liegl 9 days ago
    Hi Nhel,

    You said that you are planning to set the bot up on the web chat channel. We will be introducing our new web messaging channel this year, which provides asynchronous messaging capabilities and a new messenger. The new channel is currently in beta and we plan to make it generally available early this year. You can track progress using this idea: https://genesyscloud.ideas.aha.io/ideas/CLDIG-I-589. We will be introducing quick replies for the new web messaging channel and some of the social channels. We aren't planning on making quick replies available for the existing web chat channel. To leverage the new web messaging channel once it is generally available you'll need to:

    • Configure the new web messaging channel and messenger in Admin.
    • Update your website with the configuration for the new web messaging channel.

    One more thing about using quick replies to get feedback on the conversation. They solution I suggested would only work if there is no hand-off between bot and agent in the conversation. Generally asking for feedback at the end of a conversation might be a good idea for a separate feature.


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    Johannes Liegl
    Genesys - Employees
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  • 7.  RE: WebChat in-widget menu buttons/options

    Posted 6 days ago
    Hi Johannes,

    Thank you for the information.
    So that means that we need to use the New Web Messaging to be able to use quick replies.
    We need to learn how to configure the new web messaging first before using it.
    We will subscribe to the idea for the updates.

    For the rate your experience after the conversation, should we create a new idea for this?
    It will be great if this option would show at the end of the conversation even if there's a hand-off between bot or Agent.


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    Nhel
    Tykans Group Inc
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  • 8.  RE: WebChat in-widget menu buttons/options

    GENESYS
    Posted 6 days ago
    Hi Nhel!

    Yes, you'll need to switch over to using the new Web Messaging channel. Please subscribe to the idea referenced above to receive updates.

    Yes, that would be a very good idea. Thank you!

    Johannes

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    Johannes Liegl
    Genesys - Employees
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  • 9.  RE: WebChat in-widget menu buttons/options

    Posted 3 days ago
    Edited by Tatjana Knezevic 3 days ago
    Hi Nhel,

    We experienced the same challenge for quick replies - rich messaging last month. We are using a band-aid solution via javascript plugin (converts JSON to html) posted on Ideas (CLDIG-I-489) in order to have quick replies in Webchat widget v2.0. By using this plugin in the widget, we were able to send quick replies via canned responses, Architect (Action - Send Response), and Google DF and it is working. The plugin we use is based on the JSON as proposed for Genesys Engage (https://docs.genesys.com/Documentation/GWC/Current/Deployment/GWCRM#QRep).
    Wanted to share this with you as an option while waiting for the release in Q2@2021. True, we are using it only for Demo purposes so not sure what is your use case and if this can be feasible for you.

    Thanks,


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    Tatjana Knezevic
    Star Telecom
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