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Changing participant name from 'Guest' (from web messaging)

  • 1.  Changing participant name from 'Guest' (from web messaging)

    Posted 06-28-2022 20:06

    Hi All,

    Just wondering if I'm missing something - how can I change the external participant name from showing 'Guest' when receiving a message through Web Messaging?



    We're trialling using a bot to capture the person's name before routing the message and have captured that data in a slot and returning as a variable into Architect.

    However there doesn't appear to be a way to add/update the name of the external participant from the Architect flow from 'Guest' using any of the built in tools, nor via any API's using a Data Action.

    (Note: we're not using or matching External Contacts at this stage, just want to show the name the person mentions without linking to a contact/profile).

    It appears the best I can do is write the name to Participant Data and show in a script - but would prefer to update the participant name instead.

    Appreciate if you know this is possible or not. Thanks in advance!


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

    ------------------------------
    Jeff
    ------------------------------


  • 2.  RE: Changing participant name from 'Guest' (from web messaging)

    GENESYS
    Posted 06-29-2022 04:43
    Hello Jeff,

    Indeed, once you collect the customer data, you will need to update External Contacts in order to update the card in agent UI. With upcoming Identity Resolution improvements (now in Beta), this operation will be as easy as updating an existing contact with appropriate customer attributes captured by the Bot.

    ------------------------------
    Angelo Cicchitto
    Genesys - Employees
    ------------------------------



  • 3.  RE: Changing participant name from 'Guest' (from web messaging)

    Posted 11-18-2022 07:38
    Hi Angelo, has this been already implemented? I face the same challenge as Jeffrey did, I'd like to ask customer their name , within inbound message flow and than present it as their "Remote" name to agent. There doesn't seem to be a simple way to do it in architect.

    thanks.

    ------------------------------
    Lukasz Zwierko
    DAMOVO POLSKA SP Z O O
    ------------------------------



  • 4.  RE: Changing participant name from 'Guest' (from web messaging)

    Posted 05-30-2023 16:14

    HI Angelo, is there a deployment guide or blueprint to do this?



    ------------------------------
    Dewald Smit
    Altron Systems Integration a Division of Altron TMT (Pty) Ltd
    ------------------------------



  • 5.  RE: Changing participant name from 'Guest' (from web messaging)

    GENESYS
    Posted 05-31-2023 09:16

    Unfortunately we don't have a blueprint for this, it's a fair ask: we are planning to make this process a lot easier, including updates to External Contacts.
    For the interim, we've restored a legacy Agent UI feature for Web Chat, making it possible to update the customer name visible in Agent UI by updating Participant Data attribute named "name".



    ------------------------------
    Angelo Cicchitto
    Genesys - Employees
    ------------------------------



  • 6.  RE: Changing participant name from 'Guest' (from web messaging)

    Posted 09-15-2023 03:56

    To be honest I think it should be a two way solution. Either store in External contacts or have name available during chat. 
    Our business is an intermediate business where people who call or chat or not our customers, but do contact us for information. 
    The fact that those names need to be stored as an external contact might not be the solution in that case.
    Next to the fact that it might give an unnecessary extra number of external contacts, it might even be against AVG-regulations to store the data as such.



    ------------------------------
    Rolph Lieverse
    CED Nederland B.V.
    ------------------------------



  • 7.  RE: Changing participant name from 'Guest' (from web messaging)

    Posted 10-10-2023 08:41

    Any update on when this will be available for web messaging instead of web chat since web chat is being phased out?



    ------------------------------
    Brian Porter
    Luxottica of America Inc.
    ------------------------------



  • 8.  RE: Changing participant name from 'Guest' (from web messaging)

    GENESYS
    Posted 10-10-2023 09:10

    Hi Brian - for now you can refer to suggested solution I mentioned in previous post, based on Participant Data attributes rather than External Contacts: we've restored a legacy Agent UI feature for Web Chat, making it possible to update the customer name visible in Agent UI by updating Participant Data attribute named "name". This would work with our native Agent UI.

    Note that if you use Embeddable Framework (for CRM integration), see comments in this Idea for further guidance.



    ------------------------------
    Angelo Cicchitto
    Genesys - Employees
    ------------------------------



  • 9.  RE: Changing participant name from 'Guest' (from web messaging)

    Posted 10-13-2023 11:35

    Hi Angelo, 

    Do you have any guidance for showing customer names in queue activity? Presently it is showing as an alphanumeric character. See the screen shot.



    ------------------------------
    Vipin Kalra
    Docusign, Inc.
    ------------------------------



  • 10.  RE: Changing participant name from 'Guest' (from web messaging)

    Posted 10-17-2023 08:53

    Hi @Angelo Cicchitto,

    It may just be me, or something with my dev org, but I am not sure this is a fully functioning solution.

    In a digital bot flow as an example, we have no way to set participant data natively, so we must do this in the message flow.  But in the message flow, we have no way to engage in a 2 way "Ask for" type tool that I can see to do this, we only have the Send Response which is a one way communication. 

    Of course we can work around this, but it seems a bit weird to have go to the extent of building a separate "Say your name" bot to capture the value, and then we have to capture the output slot and/or evaluate the intent returned to finally set the participant data.  It's just a lot for something that could likely be done in one "wait for reply" tool and then just parse the response.

    I could have sworn in the message flows before the new version was pushed out that there was a native 2-way tool just like that which would wait for a reply before continuing or timeout, but maybe my memory is fuzzy there and I am having a massive brain fart.

    Cheers,



    ------------------------------
    Justin Weidmark
    Inoria Inc.
    ------------------------------



  • 11.  RE: Changing participant name from 'Guest' (from web messaging)

    GENESYS
    Posted 10-17-2023 09:14

    Valid comment - see this Idea, now in Development: https://genesyscloud.ideas.aha.io/ideas/DXVBOTS-I-25



    ------------------------------
    Angelo Cicchitto
    Genesys - Employees
    ------------------------------



  • 12.  RE: Changing participant name from 'Guest' (from web messaging)

    Posted 10-18-2023 10:41

    Hi Angelo,

    Tbh I hadn't mucked much with the JSON yet, that did the trick with my design of not using a form pre-chat.

    Cheers,



    ------------------------------
    Justin Weidmark
    Inoria Inc.
    ------------------------------



  • 13.  RE: Changing participant name from 'Guest' (from web messaging)

    Posted 11-06-2023 06:21

    Hi! Are there any way to do this on incoming calls without script or external contacts? I'm trying to set a transfer to user and change the interaction remote name UI display to show the name and not Mobile number XXXX



    ------------------------------
    Javier Ruiz Lucas
    Banco Bilbao Vizcaya Argentaria, S.A.
    ------------------------------



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