tak_ueno | 2023-01-12 10:26:59 UTC | #1
After the customer sends web messaging from the browser and the inbound message flow completes the ACD transfer, I would like to automatically display a specific message on the customer's messenger screen when the operator responds. (For example, a message such as "You have been connected to an operator")
We know that it is not possible with the standard functions of GenesysCloud, so we are considering whether it can be achieved on the browser side using the Messenger JavaScript SDK. I'm wondering if it is possible to use MessagingService.sendMessage, but is it possible to use this plugin to automatically send a message to the customer's messenger screen when a connection is established with the operator? https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/SDKCommandsEvents/messagingServicePlugin#messagingservice-sendmessage
If possible, can you give me a simple implementation example?
Angelo_Cicchitto | 2023-01-12 10:30:30 UTC | #2
Hi @tak_ueno I believe what you're trying to achieve is not currently possible. Agent's presence is made aware to end-user client only upon first outbound message sent by the agent, and that also relates to the async nature of Web Messaging: if agent's presence is advertised immediately upon connect, that would create awareness and also expectations to end-user, which has pros & cons to consider. In future we'll re-evaluate this use-case.
tak_ueno | 2023-01-13 05:52:38 UTC | #3
Hi Angelo, Thank you for your answer.
system | 2023-02-13 05:53:09 UTC | #4
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 17949