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  • 1.  Chat Auto-Response

    Posted 11-13-2018 11:37
    No replies, thread closed.
    I have been trying to create a script to automatically send a message to a client once a chat has been answered.  We have canned responses that the agent could insert and send, but I would like to have a message automatically sent on acceptance.  Is this possible using a script or any other way?
    #Integrations

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    Zackary Pemberton
    TaxSlayer.com, LLC.
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  • 2.  RE: Chat Auto-Response

    Posted 01-15-2019 11:48
    No replies, thread closed.
    Sorry, I just noticed that your question never received a response. Did you get it figured out?

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


  • 3.  RE: Chat Auto-Response

    Posted 02-26-2019 10:43
    No replies, thread closed.
    George,

    I'd be interested in knowing if there is anything in PureCloud today that can enable this behavior as well.

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    Aaron Shirley
    Baker College
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    Original Message


  • 4.  RE: Chat Auto-Response
    Best Answer

    Posted 02-26-2019 10:52
    No replies, thread closed.
    It depends on how heavy-duty you want to get.

    We have the chatbot integration with Amazon Lex if you want full-blown automated conversations in chat.

    There is a welcomeMessage chat variable which sends an automated message when someone clicks to start a chat, but that's before an agent connects.

    You would probably add something in the webchat.chatConnectedToAgent function to send a canned message then (or build one on-the-fly, or whatever):

    https://developer.mypurecloud.com/api/webchat/#chat_start_and_end_events

    Post in the forum on developer.mypurecloud.com if you need in-depth help on configuring the chat web pages.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


  • 5.  RE: Chat Auto-Response

    Posted 02-26-2019 10:55
    No replies, thread closed.
    Hi George,

    Thank you for the response! I'll head over there.

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    Aaron Shirley
    Baker College
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    Original Message


  • 6.  RE: Chat Auto-Response

    Posted 02-27-2019 02:12
    No replies, thread closed.
    For George, are you sure we can use the webchat.chatConnectedToAgent function to send a canned message?
    My understanding is that we can change the main webpage but I didn't see anywhere any method that could be used to send a message to the chat widget.
    Also Amazon Lex is sadly not available for lots of regions. We currently don't really have any alternatives.

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    Mathieu Poulain
    AXA General Insurance Japan Limited.
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    Original Message


  • 7.  RE: Chat Auto-Response

    Posted 02-27-2019 07:17
    No replies, thread closed.
    No, I am not sure. It is the only thing I saw right off that might help, but I don't have a site up for testing and experimenting with that functionality. Someone on the Developer Forum should be able to give a full answer.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


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