Genesys Cloud - Main

Hi there, 

Is it possible to add or update properties dynamically in a Web messenger chat at runtime? For example, as a customer progresses through pages and enters additional information on our portal, can we pass these details into the chat session in real-time? - noting there is no Predictive engagement being used.  

Hello Maria,

One solution might be to look at the Messenger Javascript SDK.

You can send Participant Data using the Database plugin.
These get updated once the customer sends a message after the command is executed.

https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/SDKCommandsEvents/databasePlugin

Hi there, 

Is it possible to add or update properties dynamically in a Web messenger chat at runtime? For example, as a customer progresses through pages and enters additional information on our portal, can we pass these details into the chat session in real-time? - noting there is no Predictive engagement being used.  

Hi Jan,

thanks for this, this method is used before a chat is initiated. I am after the scenario of how to achieve this once a chat has been initiated. 

Hello Maria,

One solution might be to look at the Messenger Javascript SDK.

You can send Participant Data using the Database plugin.
These get updated once the customer sends a message after the command is executed.

https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/SDKCommandsEvents/databasePlugin

Hi there, 

Is it possible to add or update properties dynamically in a Web messenger chat at runtime? For example, as a customer progresses through pages and enters additional information on our portal, can we pass these details into the chat session in real-time? - noting there is no Predictive engagement being used.  

Hi - You can update Participant Data after the conversation has already started: but how would you use that? Inbound Message Flow execution is asynchronous. We would not recommend using Participant Data for the purpose of web tracking. The productized solution to data capture is based on Journey Tracking with Predictive Engagement: any reason why you would not use that? This would be useful to assess. Thanks!

Hi Jan,

thanks for this, this method is used before a chat is initiated. I am after the scenario of how to achieve this once a chat has been initiated. 

Hello Maria,

One solution might be to look at the Messenger Javascript SDK.

You can send Participant Data using the Database plugin.
These get updated once the customer sends a message after the command is executed.

https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/SDKCommandsEvents/databasePlugin

Hi there, 

Is it possible to add or update properties dynamically in a Web messenger chat at runtime? For example, as a customer progresses through pages and enters additional information on our portal, can we pass these details into the chat session in real-time? - noting there is no Predictive engagement being used.