Genesys Cloud - Main

Hi everyone,

Just looking to see if anyone has good solution for showing customer's historical web messages.

Is open messaging with custom UI the general/best approach?

Do you not bother?

Is transcripts enough?

Are there any appfoundry options that provide a UI for this?

Thinking more around the customer side, rather than the technical storage/retrieval side.

#Implementation
#Unsure/Other

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Anton Vroon
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I think probably aside from transcripts potentially being emailed, the other option might depend on your CRM and whether or not you could expose prior communications to the customer when they login.  Some type of trigger to post the transcript (as messy as it is) into the CRM.  The question would then depend on what the trigger is in relation to the threading timeline.

Thanks Vaun,

Yes certainly would be behind a login, so authenticated/secure messaging.

The how is certainly a whole other kettle of fish. But just trying to understand do other people provide a inbox style view to customers or anything along those lines. Or is transcripts the most people do, or do most people not even bother with even that?

I've also created an idea for this to be added to the Messaging Widget for anyone else who come across this requirement:

https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-408

I see that Rabobank do a 6 month history, assuming this year old video is still relevant.

Keen to hear what others are doing