Genesys Cloud (formerly PureCloud)

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Chat documentation confusion

  • 1.  Chat documentation confusion

    NEW MEMBER
    Posted 12 days ago
    Hi everyone,

    I'm working on building a basic chat flow that is capable of sending auto-reply messages on off-hours/holidays and have some questions regarding chat documentation:

    Are there resources for chat that are similar to
    these?

    - tutorial (this is for call):  https://help.mypurecloud.com/articles/get-started-architect-tutorial/

    How do you set up auto-reply? Your chat documentation redirects to instructions on email auto-reply (not chat)
    Please let me know if I'm not looking at the right resources for chat

    Any help very much appreciated.



    #Unsure/Other

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    Yumi Obuchi
    PricewaterhouseCoopers LLP
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  • 2.  RE: Chat documentation confusion

    Top 25 Contributor
    Posted 12 days ago
    I usually bring the chat in, check a schedule and then make a decision of an auto-reply with a closed message or sending it through to the queue.  I also find it a much better experience just to check the schedule in the widget before it is presented to the customer so they don't even get to start the chat after hours.  This is explained in the developer center at:  https://developer.mypurecloud.com/api/webchat/schedules.html.  This is the best way to handle schedules.

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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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