Genesys Cloud - Main

Hello, we just went live with Messaging last night.  so far, most things going well, however biggest complaint we are seeing from our agents involve disconnects.  We do have the Beta in play, but thinking we may have another setting wrong or is there something we can do browser side.   Here is the scenario, and we can reproduce in staging:

• Customer opens messenger and goes through bot, goes to in queue flow.  
• Customer closes browser
• When next agent available the agent will get that "phantom" message as incoming message.  (red triangle appears in lower left of chat)
• If the customer goes and opens their browser and navigates to the web page that houses messenger widget, the agent is connected to customer. (red triangle goes away)

This is very confusing for the reps.  there doesn't seem to be any timeout or disconnect if customer is not in "bot"

Hello Clayton, congratulations for the go-live. 

Web Messaging is an asynchronous chat channel: there is no "inactivity" timeout as with legacy chat solutions. This is to ensure that customers can reconnect with the brand whenever it's more convenient for them, without having to wait online while in queue. 

I'm not sure what you mean by the agent will get that "phantom" message as incoming message. In general, the behavior you observe on agent-side with red triangle is by design, as it provides a useful indication to agents that the outbound message has not yet been delivered, therefore the agent know that customer is not online anymore and can operate accordingly.

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Angelo Cicchitto
Genesys - Employees

Original Message:
Sent: 02-28-2023 15:16
From: Clayton Curtis
Subject: Also having issue with Messenging and disconnects/notifications

Hello, we just went live with Messaging last night.  so far, most things going well, however biggest complaint we are seeing from our agents involve disconnects.  We do have the Beta in play, but thinking we may have another setting wrong or is there something we can do browser side.   Here is the scenario, and we can reproduce in staging:

• Customer opens messenger and goes through bot, goes to in queue flow.  
• Customer closes browser
• When next agent available the agent will get that "phantom" message as incoming message.  (red triangle appears in lower left of chat)
• If the customer goes and opens their browser and navigates to the web page that houses messenger widget, the agent is connected to customer. (red triangle goes away)

This is very confusing for the reps.  there doesn't seem to be any timeout or disconnect if customer is not in "bot"

#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels

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Clayton Curtis
Enova Online Services, Inc.
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Hello Clayton, congratulations for the go-live. 

Web Messaging is an asynchronous chat channel: there is no "inactivity" timeout as with legacy chat solutions. This is to ensure that customers can reconnect with the brand whenever it's more convenient for them, without having to wait online while in queue. 

I'm not sure what you mean by the agent will get that "phantom" message as incoming message. In general, the behavior you observe on agent-side with red triangle is by design, as it provides a useful indication to agents that the outbound message has not yet been delivered, therefore the agent know that customer is not online anymore and can operate accordingly.

Hello, we just went live with Messaging last night.  so far, most things going well, however biggest complaint we are seeing from our agents involve disconnects.  We do have the Beta in play, but thinking we may have another setting wrong or is there something we can do browser side.   Here is the scenario, and we can reproduce in staging:

• Customer opens messenger and goes through bot, goes to in queue flow.  
• Customer closes browser
• When next agent available the agent will get that "phantom" message as incoming message.  (red triangle appears in lower left of chat)
• If the customer goes and opens their browser and navigates to the web page that houses messenger widget, the agent is connected to customer. (red triangle goes away)

This is very confusing for the reps.  there doesn't seem to be any timeout or disconnect if customer is not in "bot"

By phantom message, you can do this in your environment.   don't have any agents "on queue", start a messenger session as a customer and get it to transfer to queue.   then close out the browser.  Then have an agent go available.  the agent will get the "phantom" chat without a customer having the browser even open.  Our agent then starts typing but the customer is not there.  not a great experience.

Hello Clayton, congratulations for the go-live. 

Web Messaging is an asynchronous chat channel: there is no "inactivity" timeout as with legacy chat solutions. This is to ensure that customers can reconnect with the brand whenever it's more convenient for them, without having to wait online while in queue. 

I'm not sure what you mean by the agent will get that "phantom" message as incoming message. In general, the behavior you observe on agent-side with red triangle is by design, as it provides a useful indication to agents that the outbound message has not yet been delivered, therefore the agent know that customer is not online anymore and can operate accordingly.

Hello, we just went live with Messaging last night.  so far, most things going well, however biggest complaint we are seeing from our agents involve disconnects.  We do have the Beta in play, but thinking we may have another setting wrong or is there something we can do browser side.   Here is the scenario, and we can reproduce in staging:

• Customer opens messenger and goes through bot, goes to in queue flow.  
• Customer closes browser
• When next agent available the agent will get that "phantom" message as incoming message.  (red triangle appears in lower left of chat)
• If the customer goes and opens their browser and navigates to the web page that houses messenger widget, the agent is connected to customer. (red triangle goes away)

This is very confusing for the reps.  there doesn't seem to be any timeout or disconnect if customer is not in "bot"

I think you are missing the distinction between Web Messenger and  Web Chat.

Web Messenger is more like an email or SMS, whereas Chat is more like a phone call. Someone visits your sire, leaves a message (think question about your service offerings) and leaves. They come back the next day and a response is waiting for them. It's not designed to be real-time, like Chat is.

I know Genesys seem to be pushing everyone towards Messenger and away from Chat - I'm not sure why - and they are adding features to it to make it a more rounded experience. Maybe one day it will reach the point where it can serve both purposes, but for now....

By phantom message, you can do this in your environment.   don't have any agents "on queue", start a messenger session as a customer and get it to transfer to queue.   then close out the browser.  Then have an agent go available.  the agent will get the "phantom" chat without a customer having the browser even open.  Our agent then starts typing but the customer is not there.  not a great experience.

Hello Clayton, congratulations for the go-live. 

Web Messaging is an asynchronous chat channel: there is no "inactivity" timeout as with legacy chat solutions. This is to ensure that customers can reconnect with the brand whenever it's more convenient for them, without having to wait online while in queue. 

I'm not sure what you mean by the agent will get that "phantom" message as incoming message. In general, the behavior you observe on agent-side with red triangle is by design, as it provides a useful indication to agents that the outbound message has not yet been delivered, therefore the agent know that customer is not online anymore and can operate accordingly.

Hello, we just went live with Messaging last night.  so far, most things going well, however biggest complaint we are seeing from our agents involve disconnects.  We do have the Beta in play, but thinking we may have another setting wrong or is there something we can do browser side.   Here is the scenario, and we can reproduce in staging:

• Customer opens messenger and goes through bot, goes to in queue flow.  
• Customer closes browser
• When next agent available the agent will get that "phantom" message as incoming message.  (red triangle appears in lower left of chat)
• If the customer goes and opens their browser and navigates to the web page that houses messenger widget, the agent is connected to customer. (red triangle goes away)

This is very confusing for the reps.  there doesn't seem to be any timeout or disconnect if customer is not in "bot"

I hear you, but i guess frustrating that they pushed us to used Messaging, and the experience for customer and agent not great.  major lacking items:

• Inactivity Notifications/timer
• disconnect notices to agent when browser closes
• disconnect button option on customer widget (maybe as customer i don't want my conversation information out there)
• live monitor a messaging session
• if a customer abandons while in queue, there is no abandon counts (since persitance)
• no auto answer option on messages

I see some of these are future enhancements, but haven't seen any progress on them.   Most seem pretty basic functionality. 

Sorry for the rant...I am just getting hammered on feedback from the reps.

I think you are missing the distinction between Web Messenger and  Web Chat.

Web Messenger is more like an email or SMS, whereas Chat is more like a phone call. Someone visits your sire, leaves a message (think question about your service offerings) and leaves. They come back the next day and a response is waiting for them. It's not designed to be real-time, like Chat is.

I know Genesys seem to be pushing everyone towards Messenger and away from Chat - I'm not sure why - and they are adding features to it to make it a more rounded experience. Maybe one day it will reach the point where it can serve both purposes, but for now....

By phantom message, you can do this in your environment.   don't have any agents "on queue", start a messenger session as a customer and get it to transfer to queue.   then close out the browser.  Then have an agent go available.  the agent will get the "phantom" chat without a customer having the browser even open.  Our agent then starts typing but the customer is not there.  not a great experience.

Hello Clayton, congratulations for the go-live. 

Web Messaging is an asynchronous chat channel: there is no "inactivity" timeout as with legacy chat solutions. This is to ensure that customers can reconnect with the brand whenever it's more convenient for them, without having to wait online while in queue. 

I'm not sure what you mean by the agent will get that "phantom" message as incoming message. In general, the behavior you observe on agent-side with red triangle is by design, as it provides a useful indication to agents that the outbound message has not yet been delivered, therefore the agent know that customer is not online anymore and can operate accordingly.

Hello, we just went live with Messaging last night.  so far, most things going well, however biggest complaint we are seeing from our agents involve disconnects.  We do have the Beta in play, but thinking we may have another setting wrong or is there something we can do browser side.   Here is the scenario, and we can reproduce in staging:

• Customer opens messenger and goes through bot, goes to in queue flow.  
• Customer closes browser
• When next agent available the agent will get that "phantom" message as incoming message.  (red triangle appears in lower left of chat)
• If the customer goes and opens their browser and navigates to the web page that houses messenger widget, the agent is connected to customer. (red triangle goes away)

This is very confusing for the reps.  there doesn't seem to be any timeout or disconnect if customer is not in "bot"

Unfortunately, it sounds like you may need to switch to Chat... :-(

I hear you, but i guess frustrating that they pushed us to used Messaging, and the experience for customer and agent not great.  major lacking items:

• Inactivity Notifications/timer
• disconnect notices to agent when browser closes
• disconnect button option on customer widget (maybe as customer i don't want my conversation information out there)
• live monitor a messaging session
• if a customer abandons while in queue, there is no abandon counts (since persitance)
• no auto answer option on messages

I see some of these are future enhancements, but haven't seen any progress on them.   Most seem pretty basic functionality. 

Sorry for the rant...I am just getting hammered on feedback from the reps.

I think you are missing the distinction between Web Messenger and  Web Chat.

Web Messenger is more like an email or SMS, whereas Chat is more like a phone call. Someone visits your sire, leaves a message (think question about your service offerings) and leaves. They come back the next day and a response is waiting for them. It's not designed to be real-time, like Chat is.

I know Genesys seem to be pushing everyone towards Messenger and away from Chat - I'm not sure why - and they are adding features to it to make it a more rounded experience. Maybe one day it will reach the point where it can serve both purposes, but for now....

By phantom message, you can do this in your environment.   don't have any agents "on queue", start a messenger session as a customer and get it to transfer to queue.   then close out the browser.  Then have an agent go available.  the agent will get the "phantom" chat without a customer having the browser even open.  Our agent then starts typing but the customer is not there.  not a great experience.

Hello Clayton, congratulations for the go-live. 

Web Messaging is an asynchronous chat channel: there is no "inactivity" timeout as with legacy chat solutions. This is to ensure that customers can reconnect with the brand whenever it's more convenient for them, without having to wait online while in queue. 

I'm not sure what you mean by the agent will get that "phantom" message as incoming message. In general, the behavior you observe on agent-side with red triangle is by design, as it provides a useful indication to agents that the outbound message has not yet been delivered, therefore the agent know that customer is not online anymore and can operate accordingly.

Hello, we just went live with Messaging last night.  so far, most things going well, however biggest complaint we are seeing from our agents involve disconnects.  We do have the Beta in play, but thinking we may have another setting wrong or is there something we can do browser side.   Here is the scenario, and we can reproduce in staging:

• Customer opens messenger and goes through bot, goes to in queue flow.  
• Customer closes browser
• When next agent available the agent will get that "phantom" message as incoming message.  (red triangle appears in lower left of chat)
• If the customer goes and opens their browser and navigates to the web page that houses messenger widget, the agent is connected to customer. (red triangle goes away)

This is very confusing for the reps.  there doesn't seem to be any timeout or disconnect if customer is not in "bot"

Moving from Chat to an Asynchronous experience requires indeed a change in mindset, and it can take time to adjust to the new way of operating the CC. We have many happy customers that already made the choice of adopting this new async channel, while some others are waiting for upcoming features, mostly around disconnecting conversation from both Agents (this is already in Beta) and Customers: we are starting the latter work now, providing clear notification to Agents and removing from Queue (see Idea here). Ultimately, we want to get to the point where sync Chat is a subset async Messaging, to facilitate migrations from Chat.

One of the big values that comes with Async is that conversation can happen without forcing both participants to be necessarily connected at the same time: customer and agents can post or read messages while the other participant may be busy or offline. Customers don't have to wait in the Queue or Abandon, as with legacy Chat and real-time Voice models. Ultimately, Async improves both agent and customer efficiency. In Chat world, we would be observing a lot of abandoned interactions and repeated Chats, forcing the customer to start explaining everything from scratch on each Chat attempt. In Async Messaging world, the conversation is always evolving incrementally, following the Journey between customer and brand, which may last for several days/weeks.

Unfortunately, it sounds like you may need to switch to Chat... :-(

I hear you, but i guess frustrating that they pushed us to used Messaging, and the experience for customer and agent not great.  major lacking items:

• Inactivity Notifications/timer
• disconnect notices to agent when browser closes
• disconnect button option on customer widget (maybe as customer i don't want my conversation information out there)
• live monitor a messaging session
• if a customer abandons while in queue, there is no abandon counts (since persitance)
• no auto answer option on messages

I see some of these are future enhancements, but haven't seen any progress on them.   Most seem pretty basic functionality. 

Sorry for the rant...I am just getting hammered on feedback from the reps.

I think you are missing the distinction between Web Messenger and  Web Chat.

Web Messenger is more like an email or SMS, whereas Chat is more like a phone call. Someone visits your sire, leaves a message (think question about your service offerings) and leaves. They come back the next day and a response is waiting for them. It's not designed to be real-time, like Chat is.

I know Genesys seem to be pushing everyone towards Messenger and away from Chat - I'm not sure why - and they are adding features to it to make it a more rounded experience. Maybe one day it will reach the point where it can serve both purposes, but for now....

By phantom message, you can do this in your environment.   don't have any agents "on queue", start a messenger session as a customer and get it to transfer to queue.   then close out the browser.  Then have an agent go available.  the agent will get the "phantom" chat without a customer having the browser even open.  Our agent then starts typing but the customer is not there.  not a great experience.

Hello Clayton, congratulations for the go-live. 

Web Messaging is an asynchronous chat channel: there is no "inactivity" timeout as with legacy chat solutions. This is to ensure that customers can reconnect with the brand whenever it's more convenient for them, without having to wait online while in queue. 

I'm not sure what you mean by the agent will get that "phantom" message as incoming message. In general, the behavior you observe on agent-side with red triangle is by design, as it provides a useful indication to agents that the outbound message has not yet been delivered, therefore the agent know that customer is not online anymore and can operate accordingly.

Hello, we just went live with Messaging last night.  so far, most things going well, however biggest complaint we are seeing from our agents involve disconnects.  We do have the Beta in play, but thinking we may have another setting wrong or is there something we can do browser side.   Here is the scenario, and we can reproduce in staging:

• Customer opens messenger and goes through bot, goes to in queue flow.  
• Customer closes browser
• When next agent available the agent will get that "phantom" message as incoming message.  (red triangle appears in lower left of chat)
• If the customer goes and opens their browser and navigates to the web page that houses messenger widget, the agent is connected to customer. (red triangle goes away)

This is very confusing for the reps.  there doesn't seem to be any timeout or disconnect if customer is not in "bot"