Genesys Cloud CX

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  • 1.  Web Messenger - Automatically send connected agent details

    Posted 10-15-2021 04:34
    I'm looking at ways of reducing average handle time through the digital channels and would like to automate the welcome message sent by an agent to the customer when first connected within the new Web Messenger functionality. We've done this using the SendMessage request with web chat but it doesn't appear to have a similar method of achieving this with the Web Messenger SDK, any thoughts?

    Ideally, what we need is something along the lines of "Welcome to Customer XXX, you're connect to Agent XXX, how can I assist you today?"
    #DigitalChannels

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    Gareth James
    CALLSCAN AUSTRALIA PTY. LTD.
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  • 2.  RE: Web Messenger - Automatically send connected agent details

    Posted 10-16-2021 11:16
    Seems like the same as agent prompts which is not slated to be developed unfortunately.   I would guess you could run a script that runs an API call to update the chat conversation after the agent picks up.

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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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