Genesys Cloud - Main

Hi everyone,

We are going to be using Cloud Open Messaging to manage "secure messages" for our organization. However, we won't be using it as it's intended "chat" function; meaning it is not real-time with the usual quick back-and-forth expected during a chat. In our case, our authenticated members will be within online banking and send us a secure message by submitting a form. That member is not waiting nor expecting an instant reply as it is not presented to them as a chat. That message will be delivered to our contact center agents via open messaging, and agents will reply within the messaging UI in Cloud. The trouble is, if the agents press the Enter button as they are composing their multi-paragraph response it will immediately send the message; however, our desired behavior is that pressing Enter would only start a new line, similar to email.  We'd prefer they had to press Enter and another key to initiate the send function. 

Has anyone come across this similar issue and found a work-around?

Much appreciated,

Sheryl

Hi Sheryl,

I am not aware of a way to disable "Enter to Send".  It might be worth raising a new idea on the Genesys Cloud Product Ideas Lab

Hi everyone,

We are going to be using Cloud Open Messaging to manage "secure messages" for our organization. However, we won't be using it as it's intended "chat" function; meaning it is not real-time with the usual quick back-and-forth expected during a chat. In our case, our authenticated members will be within online banking and send us a secure message by submitting a form. That member is not waiting nor expecting an instant reply as it is not presented to them as a chat. That message will be delivered to our contact center agents via open messaging, and agents will reply within the messaging UI in Cloud. The trouble is, if the agents press the Enter button as they are composing their multi-paragraph response it will immediately send the message; however, our desired behavior is that pressing Enter would only start a new line, similar to email.  We'd prefer they had to press Enter and another key to initiate the send function. 

Has anyone come across this similar issue and found a work-around?

Much appreciated,

Sheryl