Hello Genesys Community,

I am currently working on a Genesys Cloud Web Messaging bot and have a requirement to dynamically change the bot's username (e.g., "TestUser") based on conditions defined in an Architect Message Flow. For instance, I would like to customize the username based on certain attributes of the inbound message or user context.

Here's a sample scenario:

• A customer sends a message to the bot.
• Based on specific details from the message (e.g., the customer's location or a tag), the bot's username should change dynamically to something like "SupportAgent_US" or "SupportAgent_UK."

Attached is an example of the Web Messaging interface where the bot's username currently appears as "TestUser."

How can I achieve this within the Architect Message Flow or any other related Genesys Cloud configuration?

Any guidance, suggestions, or examples would be greatly appreciated!

Thank you in advance for your help!

Hi @Balaji Balakrishnan interesting use-case, I see your point: can you please create an Idea on our Ideas Portal? This way we can track and prioritize on our roadmap.

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Angelo Cicchitto
Genesys - Employees

Original Message:
Sent: 12-05-2024 07:27
From: Balaji Balakrishnan
Subject: Dynamically Update Web Messaging Bot Username in Architect Message Flow

Hello Genesys Community,

I am currently working on a Genesys Cloud Web Messaging bot and have a requirement to dynamically change the bot's username (e.g., "TestUser") based on conditions defined in an Architect Message Flow. For instance, I would like to customize the username based on certain attributes of the inbound message or user context.

Here's a sample scenario:

• A customer sends a message to the bot.
• Based on specific details from the message (e.g., the customer's location or a tag), the bot's username should change dynamically to something like "SupportAgent_US" or "SupportAgent_UK."

Attached is an example of the Web Messaging interface where the bot's username currently appears as "TestUser."

How can I achieve this within the Architect Message Flow or any other related Genesys Cloud configuration?

Any guidance, suggestions, or examples would be greatly appreciated!

Thank you in advance for your help!

#DigitalChannels

------------------------------
Balaji Balakrishnan
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Thanks Angelo,

@Balaji Balakrishnan here is the link to the ideas portal: Genesys Cloud Product Ideas Lab

Hi @Balaji Balakrishnan interesting use-case, I see your point: can you please create an Idea on our Ideas Portal? This way we can track and prioritize on our roadmap.

Hello Genesys Community,

I am currently working on a Genesys Cloud Web Messaging bot and have a requirement to dynamically change the bot's username (e.g., "TestUser") based on conditions defined in an Architect Message Flow. For instance, I would like to customize the username based on certain attributes of the inbound message or user context.

Here's a sample scenario:

• A customer sends a message to the bot.
• Based on specific details from the message (e.g., the customer's location or a tag), the bot's username should change dynamically to something like "SupportAgent_US" or "SupportAgent_UK."

Attached is an example of the Web Messaging interface where the bot's username currently appears as "TestUser."

How can I achieve this within the Architect Message Flow or any other related Genesys Cloud configuration?

Any guidance, suggestions, or examples would be greatly appreciated!

Thank you in advance for your help!

The link provided is not working, can you kindly update? thanks!

Thanks Angelo,

@Balaji Balakrishnan here is the link to the ideas portal: Genesys Cloud Product Ideas Lab

Hi @Balaji Balakrishnan interesting use-case, I see your point: can you please create an Idea on our Ideas Portal? This way we can track and prioritize on our roadmap.

Hello Genesys Community,

I am currently working on a Genesys Cloud Web Messaging bot and have a requirement to dynamically change the bot's username (e.g., "TestUser") based on conditions defined in an Architect Message Flow. For instance, I would like to customize the username based on certain attributes of the inbound message or user context.

Here's a sample scenario:

• A customer sends a message to the bot.
• Based on specific details from the message (e.g., the customer's location or a tag), the bot's username should change dynamically to something like "SupportAgent_US" or "SupportAgent_UK."

Attached is an example of the Web Messaging interface where the bot's username currently appears as "TestUser."

How can I achieve this within the Architect Message Flow or any other related Genesys Cloud configuration?

Any guidance, suggestions, or examples would be greatly appreciated!

Thank you in advance for your help!

Hi @Balaji Balakrishnan interesting use-case, I see your point: can you please create an Idea on our Ideas Portal? This way we can track and prioritize on our roadmap.

Hello Genesys Community,

I am currently working on a Genesys Cloud Web Messaging bot and have a requirement to dynamically change the bot's username (e.g., "TestUser") based on conditions defined in an Architect Message Flow. For instance, I would like to customize the username based on certain attributes of the inbound message or user context.

Here's a sample scenario:

• A customer sends a message to the bot.
• Based on specific details from the message (e.g., the customer's location or a tag), the bot's username should change dynamically to something like "SupportAgent_US" or "SupportAgent_UK."

Attached is an example of the Web Messaging interface where the bot's username currently appears as "TestUser."

How can I achieve this within the Architect Message Flow or any other related Genesys Cloud configuration?

Any guidance, suggestions, or examples would be greatly appreciated!

Thank you in advance for your help!

Angelo Cicchitto,

Thank you for your guidance,

I noticed the "Clear Conversation" option marked in the attached screenshot and would like to know if there is a way to access this option within the Inbound Message Flow in Genesys Cloud.

Alternatively, is there another method or API available to achieve the same functionality?

Looking forward to your insights.

Thank you!

Hi @Balaji Balakrishnan interesting use-case, I see your point: can you please create an Idea on our Ideas Portal? This way we can track and prioritize on our roadmap.

Hello Genesys Community,

I am currently working on a Genesys Cloud Web Messaging bot and have a requirement to dynamically change the bot's username (e.g., "TestUser") based on conditions defined in an Architect Message Flow. For instance, I would like to customize the username based on certain attributes of the inbound message or user context.

Here's a sample scenario:

• A customer sends a message to the bot.
• Based on specific details from the message (e.g., the customer's location or a tag), the bot's username should change dynamically to something like "SupportAgent_US" or "SupportAgent_UK."

Attached is an example of the Web Messaging interface where the bot's username currently appears as "TestUser."

How can I achieve this within the Architect Message Flow or any other related Genesys Cloud configuration?

Any guidance, suggestions, or examples would be greatly appreciated!

Thank you in advance for your help!

The Clear command is reserved to the End-User client on the Guest Session, while Inbound Flow can operate only on the internal Conversation model.

Alternatively, you may be able to disconnect the Conversation from Inbound Message Flow, and detect the MessagingService.conversationDisconnected event on the client, then trigger the MessagingService.clearConversation via Messenger JS Commands, to achieve similar functionality.

Angelo Cicchitto,

Thank you for your guidance,

I noticed the "Clear Conversation" option marked in the attached screenshot and would like to know if there is a way to access this option within the Inbound Message Flow in Genesys Cloud.

Alternatively, is there another method or API available to achieve the same functionality?

Looking forward to your insights.

Thank you!

Hi @Balaji Balakrishnan interesting use-case, I see your point: can you please create an Idea on our Ideas Portal? This way we can track and prioritize on our roadmap.

Hello Genesys Community,

I am currently working on a Genesys Cloud Web Messaging bot and have a requirement to dynamically change the bot's username (e.g., "TestUser") based on conditions defined in an Architect Message Flow. For instance, I would like to customize the username based on certain attributes of the inbound message or user context.

Here's a sample scenario:

• A customer sends a message to the bot.
• Based on specific details from the message (e.g., the customer's location or a tag), the bot's username should change dynamically to something like "SupportAgent_US" or "SupportAgent_UK."

Attached is an example of the Web Messaging interface where the bot's username currently appears as "TestUser."

How can I achieve this within the Architect Message Flow or any other related Genesys Cloud configuration?

Any guidance, suggestions, or examples would be greatly appreciated!

Thank you in advance for your help!