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  • 1.  IVR to Web Chat/Web Messenger

    Posted 08-24-2022 09:41
    No replies, thread closed.
    Through Genesys we have a chat bot that is able to answer basic questions.  I know there is a Call Deflection Blueprint to offer customers Facebook Messenger, but I do not see anything to route these customers to a chat bot on the website.

    This is something I think would be a huge benefit to our customers and our customer care teams.

    I'm open to having discussions about how this would be implemented.

    Thank you,
    #Routing(ACD/IVR)

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    Matthew Aubin
    Raymour & Flanigan Furniture
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  • 2.  RE: IVR to Web Chat/Web Messenger

    Posted 08-29-2022 23:06
    No replies, thread closed.
    You add the Messaging integration for Facebook and then route that Facebook address to a Messaging Flow that calls the bot you created.  At that point, it is just like a web messaging session or chat.  

    https://help.mypurecloud.com/articles/configure-inbound-messaging-for-facebook-messenger/

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


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