Genesys Cloud - Developer Community!

 View Only

Sign Up

  • 1.  iOS Mobile Messenger: How to Distinguish Bot vs Human Agent (GenesysCloud SDK 1.21.0)

    Posted 03-06-2026 08:32
      |   view attached

    Hey! Genesys Customer Care (https://genesys.my.site.com/customercare) suggested I post this question here.

    I'm integrating the iOS Mobile Messenger GenesysCloud SDK via SPM (mobile-messenger-genesyscloud-spm, currently 1.21.0): https://github.com/MyPureCloud/mobile-messenger-genesyscloud-spm

    I need to reliably distinguish bot vs human support agent in the Mobile Messenger UI.

    Use case

    In the chat screen navigation bar, display:

    • "Bot" while the user is chatting with a bot

    • "Customer Support Agent" once a human agent takes over

    What I'm seeing

    • We're using ChatController + delegates.

    • Incoming messages from both bots and humans come through as ChatElement with kind == .agent.

    • ChatStateEvent.dataMsg doesn't expose usable sender identity in this flow.

    • We can distinguish agent vs system, but not bot vs human agent.

    Can you confirm:

    1. Is this expected behavior in the current SDK?

    2. Is there any supported way to reliably identify bot vs human agent (or expose sender role/name) in this integration?

    Thanks!





    #PlatformSDK

    ------------------------------
    Bartosz Kunat
    ------------------------------


  • 2.  RE: iOS Mobile Messenger: How to Distinguish Bot vs Human Agent (GenesysCloud SDK 1.21.0)

    Posted 03-10-2026 04:12

    Hi,

    The Mobile Messenger SDK currently does not support the Participant name and avatar feature. (Humanize toggle in the Messegner configuration).

    We are evaluating the priority of this feature.

    Please, follow this idea for future updates.

    Thanks,



    ------------------------------
    David Kempl
    Senior Product Manager, Genesys Cloud Mobile
    ------------------------------



  • 3.  RE: iOS Mobile Messenger: How to Distinguish Bot vs Human Agent (GenesysCloud SDK 1.21.0)

    Posted 03-10-2026 07:40

    Just to double check: you mentioned that there is currently no way to access the participant's name. Is the same also true for the participant's type (for example, "bot," "AI assistant," "customer support agent," etc.)?



    ------------------------------
    Bartosz Kunat
    ------------------------------

    Original Message


  • 4.  RE: iOS Mobile Messenger: How to Distinguish Bot vs Human Agent (GenesysCloud SDK 1.21.0)

    Posted 03-10-2026 08:37

    Sadly no. Participant type, name, and avatar are in the same message object. The SDK has to expose those details from the payload.



    ------------------------------
    David Kempl
    Senior Product Manager, Genesys Cloud Mobile
    ------------------------------

    Original Message


Related Content