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  • 1.  AMA - How to Inject Message as Bot or Agent into the Web Messaging

    Posted 03-02-2023 13:23

    How to Inject Message as Bot or Agent into the Web Messaging through Web Messaging Widget.


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    #GenesysCloudCXQAEpisode

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    Jeevan Kumar Jayabalan
    The Travelers Indemnity Company
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  • 2.  RE: AMA - How to Inject Message as Bot or Agent into the Web Messaging

    GENESYS
    Posted 03-02-2023 13:26

    Thanks, Jeevan! Chad is working on a response.



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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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  • 3.  RE: AMA - How to Inject Message as Bot or Agent into the Web Messaging

    GENESYS
    Posted 03-02-2023 13:34

    Hi Jeevan,

    Could you help me understand why you're looking to inject the message? For instance, why not have the Bot configured to send the message, or have the connected agent send the message? 

    Thanks for the question!



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    Chad Hansen
    Product Manager
    Genesys - Employees
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  • 4.  RE: AMA - How to Inject Message as Bot or Agent into the Web Messaging

    Posted 03-02-2023 13:45

    Hi Chad,

    I want to send certain message from Messaging Widget and I don't want to involve bot. For example I want to send a Message Agent Disconnected message after agent completes the interactions. Also If I want to mask certain data Regex before it shows in widget either from Agent or from Customer. Masking currently work with Credit card by default. And If I want to Push Survey Link at end of interaction post agent disconnect or end by bot/Architect. 

    Regards,

    Jeevan.



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    Jeevan Kumar Jayabalan
    The Travelers Indemnity Company
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  • 5.  RE: AMA - How to Inject Message as Bot or Agent into the Web Messaging

    GENESYS
    Posted 03-02-2023 14:01

    Thanks Jeevan!

    It sounds like you may be interested in one of our latest Betas, named Conversation Disconnect. There are two additional configuration options introduced as part of this. When the agent disconnects, they each indicate to the customer that the conversation has ended, though one will encourage the customer to send a new message to restart the conversation, and the other will force the customer to start a new conversation if they have more to share. Idea link. If you'd like to try out the Beta, shoot me an email at Chad.Hansen@Genesys.com with your org details and we can make that happen.

    As for configurable regex masking and the push survey post-disconnect, these are not something we support today. Configurable regex masking across messaging channels is something being considered from the Ideas portal (Idea link). I'm not aware of any way to inject a message or post-disconnect survey, there may be a way to accomplish this at the client level, but it's not something we officially support. It's worth mentioning that we are exploring opportunities to improve GC Surveys and deliver them post-disconnect in Web Messaging. Idea link



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    Chad Hansen
    Product Manager
    Genesys - Employees
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  • 6.  RE: AMA - How to Inject Message as Bot or Agent into the Web Messaging

    Posted 03-02-2023 14:19

    Thanks Chad. I have sent you an email with details to enable conversation disconnect. Regarding Configuration can we able to configure the required message for the conversation when Agent disconnect. Is it also support when Customer Disconnect? Means like we will able to see the conversation disconnected in Agent Screen?



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    Jeevan Kumar Jayabalan
    The Travelers Indemnity Company
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  • 7.  RE: AMA - How to Inject Message as Bot or Agent into the Web Messaging

    GENESYS
    Posted 03-02-2023 14:30

    Thanks Jeevan. Currently the text is not configurable. We plan to make future improvements to allow for similar labels throughout Messenger to be configurable and localizable, though the scope and timing of that work has not yet been decided.

    Customer Disconnect will be a separately handled feature and work is beginning in this area now. But yes, it will work as you've described!

    Thanks!



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    Chad Hansen
    Product Manager
    Genesys - Employees
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