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  • 1.  Customer alert on incoming message

    Posted 05-09-2023 14:22
    No replies, thread closed.

    Hi,
    OK, so I would've thought this was a basic functionality thing and am surprised it's not in the product already!
    Say a customer opens a web message interaction, leaves the widget open, but backgrounds the web page and moves on to something else whilst waiting for the agent to respond. We would like to give an audible alert to that customer when the agent sends a response.
    I guess we could write a custom widget to do this, but is seems like something that would be commonly required! How dop others do this?
    I'll hit Ideas if nobody has an easy solution 😉
    TIA


    #DigitalChannels

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    Paul Simpson
    Eventus Solutions Group
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  • 2.  RE: Customer alert on incoming message

    Posted 05-09-2023 22:32
    No replies, thread closed.

    Good idea, and not in there.  Here is one, but it says will not implement:  A Warning on the Messenger window when a | Genesys Cloud Ideas Portal (aha.io).  Here is another in review:  Play audible alert to customer when agent | Genesys Cloud Ideas Portal (aha.io).  Maybe commenting on these will help PM to consider it.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Customer alert on incoming message

    Posted 05-10-2023 12:00
    No replies, thread closed.

    Thanks, Robert!
    I know I could count on you to find the references and save me the leg-work! 😜
    Actually, it says a lot about where my head is at that I had already voted and commented on one of those!
    Joking aside I find their response to be concerning. Once again it's a case of "you don't want that, because we know your business / customer base better than you do."
    If I'm honest, I'm getting sick of hearing that something can't be done "because it's Asynchronous and wouldn't make sense" yet "Web Messenger can do everything Chat can do"....
    Sorry, had to vent!



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    Paul Simpson
    Eventus Solutions Group
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    Original Message


  • 4.  RE: Customer alert on incoming message

    Posted 05-13-2023 11:47
    No replies, thread closed.

    We have several Ideas to improve notifications sent to End-Users, in various scenarios (while the user is both online and offline), so this is perfectly valid request for any Messaging experience: https://genesyscloud.ideas.aha.io/ideas/DIG-I-147
    We will prioritize notifications from second half of this year, as we finalize ongoing work for End-User Clear and Attachments.



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    Angelo Cicchitto
    Genesys - Employees
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    Original Message


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