Genesys Cloud CX

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  • 1.  Is there a way to auto initiate web messenger

    Posted 19 days ago
    Hello,

    We are currently working on web messenger in our organization. Is there any possibility to auto initiate the web messenger frame , without waiting for the customer/client to start a conversation. Ideally we would like to  greet the customer automatically when they visit our web page and the messenger frame auto initiate without clicking the button . If they have to click the button is also fine, however would like to start a greeting after clicking the button instead of waiting for the client to initiate the conversation.

    TIA
    Sathish
    #AskMeAnything(AMA)
    #ArchitectureandDesign
    #DigitalChannels
    #Unsure/Other

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    Sathish Mohanakrishnan
    Allscripts Healthcare Solutions Inc.
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  • 2.  RE: Is there a way to auto initiate web messenger

    GENESYS
    Posted 19 days ago
    The interaction is usually initiated as the result of the onClick() event for the button (or whatever) being fired off. There is nothing to stop you instead using a different event, such as the completion of a page load, to do the same thing, if necessary.

    HTH

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    Paul Simpson
    Senior Technical Instructor
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  • 3.  RE: Is there a way to auto initiate web messenger

    Posted 18 days ago
    Hi Paul,

    sorry for being novice. Is there any steps to do this? How do I get the onClient() event into the messenge flow to initiate a greeting from bot without waiting for the customer to type in something?

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    Sathish Mohanakrishnan
    Allscripts Healthcare Solutions Inc.
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  • 4.  RE: Is there a way to auto initiate web messenger

    GENESYS
    Posted 18 days ago
    If you check out the Guest Chat API documentation, it shows you how to programmatically send messages. So once you have the Chat open, you could send an "wake up" message...

    https://developer.genesys.cloud/api/rest/client-libraries/javascript-guest/WebChatApi#postWebchatGuestConversationMemberMessages

    HTH

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    Paul Simpson
    Senior Technical Instructor
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  • 5.  RE: Is there a way to auto initiate web messenger

    Posted 14 days ago

    Hi Paul

    I believe OP was talking about Web Messaging - this link appears to only apply to Chat?

    Cheers
    Jeff



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    Jeffrey
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  • 6.  RE: Is there a way to auto initiate web messenger

    Posted 18 days ago
    Great question, we are also looking at an initial greeting rather than relying on the customer guessing they have to enter text.  This is also an issue for Bot flows where once the icon is clicked we would like the bot to start automatically rather than again wait for the customer.

    Kind Regards
    Phil

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    Philip Thys
    British Telecommunications PLC
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  • 7.  RE: Is there a way to auto initiate web messenger

    Posted 13 days ago
    I would love to figure out how to do this as well.  Hopefully, someone comes up with a solution.

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    Martin Bunting
    i3Vision Technologies Inc.
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