Genesys Cloud - Developer Community!

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!

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,

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!

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.)?

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,

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!