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  • 1.  Enhancing Out-of-the-box messenger experience: canned response substitutions and message delivered audible sound?

    Posted 10-26-2024 14:07
    Edited by Greg Magsamen 10-27-2024 05:48
    No replies, thread closed.

    Our company has implemented general messenger capabilities through Genesys Cloud CX, and all is working as initially requested.

    I was wondering if there were any pointers to documentation or suggestions on two enhancements, we would like to add but cannot find information on.

    I know these are two very distinct enhancements, but I thought to consolidate as they are very specific, and I suspect a somewhat common request?

    Persisting CUSTOMER NAME from Architect Flow for later use in Canned Responses User be Contact Center Rep

    1) We already provide auto responses from canned responses in our inbound message Architect Flow, and this works very well, setting 'CUSTOMER_NAME' in the Architect flow successfully substitutes any values obtained during messaging or from the client into a pre-configured canned response for automatic response while in the architect flow (pre-answer).

    However, using (for example) CUSTOMER_NAME in manually initiated canned responses later on (post-answer) by contact center reps does not persist that same value that was available within the architect flow for auto canned responses. I am using CUSTOMER_NAME as the example as that is an easily seen reference in canned responses.

    How can I set the continued use of CUSTOMER_NAME for further downstream canned response use, so that CUSTOMER_NAME continues to contain the same value that was used in the auto canned response successfully?

    I have tried Set Participant Data and using CUSTOMER_NAME as the attribute in the same inbound message flow that uses it in auto canned responses successfully, but to no success. Does CUSTOMER_NAME clear out once the message is answered by a contact center rep and no longer can be used within canned responses that use it has a substitution field?

    Deliver Audible Sound when new message arrives on client side of message?

    2) Our contact center user area that utilizes messaging has obtained feedback from clients that they would like to hear some 'audible' (beep? bloop?) sound when a message is delivered on their end. This does sound common in other use cases in broad experience. Is there a way to provide this audio "alert" to the client on new message delivery? This does not seem configurable on the Genesys side, and I have not found any example or documentation.

    There are the configurable parameters in Genesys Messenger configuration for 'show agent (or client) responding' but that is visual. The audio sound is something that can alert a client when/if they are distracted in-between messages.

    Any pointers on either assistance question to documentation would certainly be appreciated.

    Thank you.


    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface
    #Routing(ACD/IVR)

    ------------------------------
    Greg Magsamen
    Network Engineer / Systems Manager
    ------------------------------



  • 2.  RE: Enhancing Out-of-the-box messenger experience: canned response substitutions and message delivered audible sound?

    Posted 10-28-2024 09:26
    No replies, thread closed.

    Hello Greg, 

    I believe the first is possible though I don't know how to build it in architect. You might be able to do this with JSON values stored in architect. 

    For the second request, I don't believe this is something we have currently. There is this idea thats similar but instead focuses on force opening the message channel. But I haven't found any ideas around alerting the customer. You may want to create an idea in the ideas portal here. 

    Cheers, 



    ------------------------------
    Cam
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Enhancing Out-of-the-box messenger experience: canned response substitutions and message delivered audible sound?
    Best Answer

    Posted 10-28-2024 10:32
    No replies, thread closed.

    Hello,


    Thank you for your responses on both questions.

    On the first one, also thinking that it had to be possible, I have now tried some additional methods ("nothing to lose methods"), namely avoiding using the common CUSTOMER_NAME substitution (in many samples of canned responses) and creating a 'custom' substitution and utilizing that, for example MESSAGING_NAME, instead of CUSTOMER_NAME. This has resulted in the usage the business is expecting, setting this in auto responses and persisting into manually used canned responses. We will have to change our canned responses to utilize this new custom substitution across the board, but that is worth it to retain the value set in the Architect flow.

    There must be something "special" about CUSTOMER_NAME (system level variable?) that will not allow persistence outside the scope of Architect Flow.

    On the second one, just knowing there is no method is useful as well and will watch (and maybe submit) an idea. 

    Thank you for the information.



    ------------------------------
    Greg Magsamen
    Network Engineer / Systems Manager
    ------------------------------

    Original Message


  • 4.  RE: Enhancing Out-of-the-box messenger experience: canned response substitutions and message delivered audible sound?

    Posted 10-28-2024 11:52
    No replies, thread closed.

    Im glad you got it to work. I think CUSTOMER_NAME is a system variable used across other things in architect, so im glad you found something that works for your org. 

    Cheers, 



    ------------------------------
    Cam
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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