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  • 1.  Display customer name in WebMessaging

    Posted 11-27-2024 03:06
      |   view attached
    No replies, thread closed.

    Hi Everyone, 

    We are currently using unauthenticated web messaging. As part of our bot flow, we collect the user's name and email address. Before transferring the chat to an agent, we would like to display the customer's name (collected during the flow) in the chat window.

    To achieve this, I attempted to set the following values within the flow:

    • Message.Message.senderAddressInfo.name = Flow.firstname
    • Message.Message.senderAddressInfo.email = Flow.customeremail

    However, this resulted in a system error.

    I've attached a screenshot showing that the customer's name is being displayed as "No Name" or "Participant." Could you please advise on the correct approach to achieve this?

    Thank you for your assistance!


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

    ------------------------------
    Karthik Ageer
    ------------------------------


  • 2.  RE: Display customer name in WebMessaging
    Best Answer

    Posted 11-27-2024 05:59
    No replies, thread closed.

    Hi - there are two ways to solve this:

    1. Recommended way > within your Bot + Inbound Message Flow you can use Data Action and leverage External Contacts APIs to create/update contact record with name & email address: this way the Agent UI will automatically adjust with identifiers found on the corresponding External Contact Record. This will also improve Agent's efficiency as the contact record will be already there upon answer.
    2. You could update a reserved Participant Data key named name with the value you need: you can pass this from the Messenger client as Custom Attribute, or update this value from within your Architect Flow. Downside is that scope is limited to interaction and some Agent UI labels only.


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



  • 3.  RE: Display customer name in WebMessaging

    Posted 11-27-2024 07:38
    No replies, thread closed.

    Hi Angelo,

    In Option 1 (the recommended approach), after the External Contact is created using the API, does the agent still need to manually search for and select the contact in the contact widget, or is there an automatic mechanism to map the contact?



    ------------------------------
    Karthik Ageer
    ------------------------------

    Original Message


  • 4.  RE: Display customer name in WebMessaging

    Posted 11-27-2024 10:53
    No replies, thread closed.

    Once the interaction (with updated contact) is answered, the Agent UI will automatically show the corresponding identified contact.



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

    Original Message


  • 5.  RE: Display customer name in WebMessaging

    Posted 11-27-2024 12:31
    No replies, thread closed.

    I thought the roster was going to change to allow for that on alert.  @Ricky Phung, when are we getting that?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 6.  RE: Display customer name in WebMessaging

    Posted 11-28-2024 05:01
    No replies, thread closed.

    Hi Karthik Ageer,

    I encountered the same issue in the past and resolved it by attaching the data using context keys. Here's how I implemented it:

    context.firstName = Flow.FirstName

    context.lastName = Flow.LastName

    Once these keys are attached, the "No Name" placeholder will be replaced with the values you assign. You can test this approach in your setup to ensure it works seamlessly.

    Let me know if you need further clarification or assistance!



    ------------------------------
    Balaji Balakrishnan
    ------------------------------



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