Genesys Cloud CX

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  • 1.  Is there a way to pass data from a web page to web messager before speaking with a customer

    Posted 10-27-2021 11:03
    Hello,

    We are trying to implement Web messenger in our org. I want to validate the user to enter their email address in our website first and then pass that data on to the Web Messenger flow before the customer/user can start an interaction . is that possible and any way to do it?

    Thanks in Advance
    #DigitalChannels

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    Sathish Mohanakrishnan
    Allscripts Healthcare Solutions Inc.
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  • 2.  RE: Is there a way to pass data from a web page to web messager before speaking with a customer

    Posted 10-27-2021 22:04
    Coming soon to an update near you.  Stay tuned to the updates for this:

    Custom Participant Data

    Allows businesses to pass custom data from the web page into the web messaging conversation to customize interaction routing and business logic.

    https://genesyscloud.ideas.aha.io/ideas/CLDIG-I-850  (that idea link no longer works thanks to the new and improved AHA site.)



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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Is there a way to pass data from a web page to web messager before speaking with a customer

    GENESYS
    Posted 12-08-2021 05:24
    Hello 👋
    Indeed, this new feature will be available very soon, in upcoming weeks.
    Updated Idea link is here: https://genesyscloud.ideas.aha.io/ideas/DIG-I-133

    Thanks!
    Angelo

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    Angelo Cicchitto
    Genesys - Employees
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  • 4.  RE: Is there a way to pass data from a web page to web messager before speaking with a customer

    Posted 12-08-2021 08:29
    That's great news Angelo. Could we expect this before end of 2021?

    TIA?

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    Sathish Mohanakrishnan
    Allscripts Healthcare Solutions Inc.
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  • 5.  RE: Is there a way to pass data from a web page to web messager before speaking with a customer

    GENESYS
    Posted 12-09-2021 10:45
    Sathish,

    Another way to do this web messaging would be to create a Dialog Engage Bot Flow that would interact with the visitor and gather any data as slots that can be set as participant data in Architect.  You can do that today without any new feature.

    So when the web message starts the Architect Message Flow you would invoke the bot which would ask them to enter their email address.  You can then validate that email address using a Data Action.  You would only allow that conversation to continue if you can validate the email address, otherwise you can disconnect the conversation.

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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
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  • 6.  RE: Is there a way to pass data from a web page to web messager before speaking with a customer

    Posted 12-09-2021 11:01
    HI Jim,

    Thanks for the response. I am using the bot flow to interact with visitor to get info and validate them using data actions. The downside of this is, the customer who is an inhouse employee, validates him in our portal via SSO (since it is internal to out company and for security reasons we ask them to SSO) and then once again give their details to the bot to validate. That is creating two step with same result, hence the query to pass data from web page to messenger.

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    Sathish Mohanakrishnan
    Allscripts Healthcare Solutions Inc.
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  • 7.  RE: Is there a way to pass data from a web page to web messager before speaking with a customer

    GENESYS
    Posted 12-09-2021 11:31
    Hello Sathish 👋

    1. Support for Custom Attributes is being released on December 15th: you'd be able to access those attributes as Participant Data within Architect Flows.
    2. Reading your comment, we just Beta released a new feature for Authenticated Web Messaging support, see my recent post here: the new feature would enable backend integration into your SSO provider, if that supports OpenID Connect standard, so that Genesys Cloud can retrieve some identity attributes when the end-user signs-in to the brand's SSO. You'll find more information in our Resource Center for Web Messaging (scroll down to Authenticated web messaging). If you have interest to evaluate this Beta, please reach out to your local Genesys representative.
    Thanks
    Angelo

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    Angelo Cicchitto
    Genesys - Employees
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  • 8.  RE: Is there a way to pass data from a web page to web messager before speaking with a customer

    GENESYS
    Posted 12-09-2021 10:47
    By the way, one more thing...  We have Predictive Engagement which can also be used to send data to Genesys for that conversation.  It is mostly used for Journey mapping, but you can also send custom events and invoke Architect workflows.  That mechanism can be used to pass data into Genesys and have it associated with the conversation/external contact.

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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
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