OT_upgrade | 2024-05-18 10:04:33 UTC | #1
We are using Web Messenger SDK with the "Automatically Start Conversations" configuration set to on. I am understanding that recurring customers may have a different experiences with respect to the auto start logic. This is because of the "Guest" session logic that resets after 72 hours of inactivity, and explained here: https://developer.genesys.cloud/forum/t/web-messenger-conversation-auto-start/16313
Some questions:
- I have noticed some users that have never started a new conversation (using Home Page button) still initiate the conversation as opposed to the workflow (aka Conversation Initiator: Customer). I would like to provide more details in case this may be a bug but maybe I'm just missing something.
- We are trying to integrate a chatbot using Bot Connector. Not clear how Product team envisions this to work. I would like for workflow to initiate the conversation 100% of the time to avoid a scenario like this:
Customer initiates conversation: "I would like to (insert intent here)" Bot: "Hello, what can I help you with?"
- We see this is as a gap coming from Web Chat, but we also understand the nature of the async design. Nevertheless, to allow admins to self serve on the points above, has Product considered allowing admins to reduce Guest session inactivity from 72 hours or disabling async all together?
Thanks! Omar (Upgrade, Inc)
system | 2024-06-17 10:05:03 UTC | #2
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