Genesys Cloud - Main

I am setting up Genesys CX integration using Unauthenticated and Authenticasted Web Messaging and BYOT/Dialogflow CX.

After reading through the documentation, I am not clear on a few points and was hoping for some clarification.

1. Based on the the way the documentation reads, it sounds like web messaging authentication is a binary un-authenticated or authenticate state. From within the messenger bot itself, you cannot transition from on state to another, is that correct? Something like the image below where you start off unauthenticated and then transition to authenticated. The use case would be where the bot can provide a certain level of assistance to non-authenticated users but if the user wants specific details of their account, they would need to authenticate and could then continue with the bot and have access to more capabilities.

2. If the above is true, and it is either all un-authenticated or all authenticated, is the architectural approach to have to two messenger deployments, one to handle authenticated users and one to handle non-authenticated users and what would the suggested approach be to render the specific messenger deployment?

3. If the user is authenticated to the customer website, do they also have to authenticate independently to Genesys web messaging, so two different authentications?

Thank you for pointing us to the optimal design approach.

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Documentation I Referenced

Genesys Web Messaging Authentication

Get started with authenticated web messaging

Authenticated web messaging attributes

Enable authenticated web messaging

I am setting up Genesys CX integration using Unauthenticated and Authenticasted Web Messaging and BYOT/Dialogflow CX.

After reading through the documentation, I am not clear on a few points and was hoping for some clarification.

1. Based on the the way the documentation reads, it sounds like web messaging authentication is a binary un-authenticated or authenticate state. From within the messenger bot itself, you cannot transition from on state to another, is that correct? Something like the image below where you start off unauthenticated and then transition to authenticated. The use case would be where the bot can provide a certain level of assistance to non-authenticated users but if the user wants specific details of their account, they would need to authenticate and could then continue with the bot and have access to more capabilities.

2. If the above is true, and it is either all un-authenticated or all authenticated, is the architectural approach to have to two messenger deployments, one to handle authenticated users and one to handle non-authenticated users and what would the suggested approach be to render the specific messenger deployment?

3. If the user is authenticated to the customer website, do they also have to authenticate independently to Genesys web messaging, so two different authentications?

Thank you for pointing us to the optimal design approach.

---

Documentation I Referenced

Genesys Web Messaging Authentication

Get started with authenticated web messaging

Authenticated web messaging attributes

Enable authenticated web messaging

I am setting up Genesys CX integration using Unauthenticated and Authenticasted Web Messaging and BYOT/Dialogflow CX.

After reading through the documentation, I am not clear on a few points and was hoping for some clarification.

1. Based on the the way the documentation reads, it sounds like web messaging authentication is a binary un-authenticated or authenticate state. From within the messenger bot itself, you cannot transition from on state to another, is that correct? Something like the image below where you start off unauthenticated and then transition to authenticated. The use case would be where the bot can provide a certain level of assistance to non-authenticated users but if the user wants specific details of their account, they would need to authenticate and could then continue with the bot and have access to more capabilities.

2. If the above is true, and it is either all un-authenticated or all authenticated, is the architectural approach to have to two messenger deployments, one to handle authenticated users and one to handle non-authenticated users and what would the suggested approach be to render the specific messenger deployment?

3. If the user is authenticated to the customer website, do they also have to authenticate independently to Genesys web messaging, so two different authentications?

Thank you for pointing us to the optimal design approach.

---

Documentation I Referenced

Genesys Web Messaging Authentication

Get started with authenticated web messaging

Authenticated web messaging attributes

Enable authenticated web messaging

I am setting up Genesys CX integration using Unauthenticated and Authenticasted Web Messaging and BYOT/Dialogflow CX.

After reading through the documentation, I am not clear on a few points and was hoping for some clarification.

1. Based on the the way the documentation reads, it sounds like web messaging authentication is a binary un-authenticated or authenticate state. From within the messenger bot itself, you cannot transition from on state to another, is that correct? Something like the image below where you start off unauthenticated and then transition to authenticated. The use case would be where the bot can provide a certain level of assistance to non-authenticated users but if the user wants specific details of their account, they would need to authenticate and could then continue with the bot and have access to more capabilities.

2. If the above is true, and it is either all un-authenticated or all authenticated, is the architectural approach to have to two messenger deployments, one to handle authenticated users and one to handle non-authenticated users and what would the suggested approach be to render the specific messenger deployment?

3. If the user is authenticated to the customer website, do they also have to authenticate independently to Genesys web messaging, so two different authentications?

Thank you for pointing us to the optimal design approach.

---

Documentation I Referenced

Genesys Web Messaging Authentication

Get started with authenticated web messaging

Authenticated web messaging attributes

Enable authenticated web messaging

• by someone reading the chat transcript in the admin UI as a supervisor/admin
• by someone digging through the utterance history in the bot flow
• by someone with API access who pulls down the 'recording' aka transcript of the conversation
• by Genesys care staff if given permission on an open case to look at this conversation transcript

All of those access scenarios can be enforced with some sort of permission, and in our case the security info we validate with is NOT the last 4 of an SSN or a birth date etc. so the risk is minimal considering the same staff with the Genesys access can view this info in Salesforce and other systems.

I seem to recall seeing something about secure flows for bots coming soon :tm: but cannot find anything on the forum or ideas board to support this.

If the above situations are deemed too risk to use, you could do something slightly dirty like forward the conversation from bot A to bot B just for validation and back to A, and slap bot B into it's own division that mostly no one has access to.

I am setting up Genesys CX integration using Unauthenticated and Authenticasted Web Messaging and BYOT/Dialogflow CX.

After reading through the documentation, I am not clear on a few points and was hoping for some clarification.

1. Based on the the way the documentation reads, it sounds like web messaging authentication is a binary un-authenticated or authenticate state. From within the messenger bot itself, you cannot transition from on state to another, is that correct? Something like the image below where you start off unauthenticated and then transition to authenticated. The use case would be where the bot can provide a certain level of assistance to non-authenticated users but if the user wants specific details of their account, they would need to authenticate and could then continue with the bot and have access to more capabilities.

2. If the above is true, and it is either all un-authenticated or all authenticated, is the architectural approach to have to two messenger deployments, one to handle authenticated users and one to handle non-authenticated users and what would the suggested approach be to render the specific messenger deployment?

3. If the user is authenticated to the customer website, do they also have to authenticate independently to Genesys web messaging, so two different authentications?

Thank you for pointing us to the optimal design approach.

---

Documentation I Referenced

Genesys Web Messaging Authentication

Get started with authenticated web messaging

Authenticated web messaging attributes

Enable authenticated web messaging