Genesys Cloud CX

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  • 1.  Web Messaging

    Posted 01-25-2022 16:52
    Hi there,

    We are moving our web chat over to web messaging and I've successfully sorted out the initial steps, but we are looking to develop more functionality in advance of agent engagement.  I can't seem to find training/documentation for web messaging.  Is there a recommended link/document that would be useful for this?  Any input would be appreciated, and thanks very much in advance!

    Jeff
    #Implementation

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    Jeff Grant
    Util-Assist Canada
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  • 2.  RE: Web Messaging

    Posted 01-25-2022 22:36
    Currently, you are going to have to build the form before initiating the web messaging or use a simple bot in the flow to collect the data.  Genesys is coming out with what they call Welcome App for Visitor Qualification - which is supposed to give a conversational experience to capture identity attributes (like name, email…) to better qualify anonymous visitors.  That is on the Target list, so later in the year.  Stick with a simple bot for now.

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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: Web Messaging

    Posted 03-22-2022 12:14
    Hello @Robert Wakefield-Carl,

    Would you be able to elaborate about building a form before initiating the web messaging? I read somewhere that pre-message form was not supported by Web Messaging but if you have other ways to build a form, please let me know!

    Thank you!​


  • 4.  RE: Web Messaging

    Top 25 Contributor
    Posted 03-31-2022 16:50
    Yes, I would like more information on the Welcome App for Visitor Qualification .  Is there any plan or option where we can present/initatie the conversation on web messaging?  I.e. we would like to say "thanks for contacting us, how may we help you," when they open the we messaging icon.

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    Clayton Curtis
    Enova Online Services, Inc.
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  • 5.  RE: Web Messaging

    Posted 26 days ago
    hi Clayton

    Did you manage to find a way to send auto response message when customer click to open web message icon?

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    Muhammad Zubair Awan
    Spark NZ Trading
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