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  • 1.  Inbound Web Message -Agent to Agent

    Posted 04-18-2025 10:27
    No replies, thread closed.

    Hi @Genesys Community

    In the Web Messenger channel, once Agent A is connected with the customer, after a few minutes the conversation is transferred to Agent B.

    Is it possible to show Agent B a message indicating who transferred the chat (i.e., that it was transferred from Agent A)? This would help the second agent understand the context better.

    Please let me know if this functionality can be added.


    #API/Integrations
    #ArchitectureandDesign
    #Conversational AI (Bots, Agent Assist, etc.)
    #DigitalChannels
    #Connect with a Customer (NEW)
    #Implementation
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Haridass Sarangan
    ------------------------------


  • 2.  RE: Inbound Web Message -Agent to Agent
    Best Answer

    Posted 04-18-2025 16:07
    No replies, thread closed.

    Hello Haridass,

    As far as I am aware there is no way to do this. I did find two Ideas in the Product Ideas Lab that sound similar to what you're asking. I would recommend voting and commenting on them if they match what you're looking for, and if not, you should submit your own Idea!

    http://genesyscloud.ideas.aha.io/ideas/CEWMM-I-245

    https://genesyscloud.ideas.aha.io/ideas/CEWMM-I-174



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 3.  RE: Inbound Web Message -Agent to Agent

    Posted 04-19-2025 16:25
    No replies, thread closed.

    Hello,

    A few ideas come to mind, you could store something in a variable when the agent answers the chat.

    I don't remember exactly when the "Output" save action is triggered on scripts, it might be that it doesn't save it until the first agent ends wrap-up in which case you would need to save the participant data using Data Action for it to show right away to the second agent.

    Another way would be to GET conversation details from API and from that you can find out if the conversation was transferred.

    I haven't had reason to do this myself but those are the alternatives I would try out to accomplish it.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


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