Genesys Cloud - Main

Hello!

We are working at switching over to messages chat from web chats and have run into problems with information that effects both surveys and also finding interactions. 

Our current messages chat uses a digital bot flow to gather info from the customer such as their email address and name before it reaches an agent. These questions are our standard questions we ask our customer for account security before we can give them any account information. I currently have it set so that once the info is collected form the customer, it saves it as participant data. 

The first problem we are having is that we are currently working on switching over to Genesys' built in surveys. We have calls and emails working, and we have web chat working as well, but since the messages chat only saves that info as participant data instead of external contact data, we are not able to send out surveys for messages chat since there is no email address connected to it as external contact data. 

The second problem is that since it does not save any data as external contact data, we are unable to search for specific messages chats properly as the only data we have to use is the agents name, the date and time, conversation duration, queue, and wrap-up code. 

Does anyone know how to set external contact data for messages chat so that we interactions can be searched up and surveys sent out to customers based on the information they input in the bot or messages chat?

Hello Brandon, 

This thread from the past might be helpful, it sounds kind of like what you are trying to do. 

Hello!

We are working at switching over to messages chat from web chats and have run into problems with information that effects both surveys and also finding interactions. 

Our current messages chat uses a digital bot flow to gather info from the customer such as their email address and name before it reaches an agent. These questions are our standard questions we ask our customer for account security before we can give them any account information. I currently have it set so that once the info is collected form the customer, it saves it as participant data. 

The first problem we are having is that we are currently working on switching over to Genesys' built in surveys. We have calls and emails working, and we have web chat working as well, but since the messages chat only saves that info as participant data instead of external contact data, we are not able to send out surveys for messages chat since there is no email address connected to it as external contact data. 

The second problem is that since it does not save any data as external contact data, we are unable to search for specific messages chats properly as the only data we have to use is the agents name, the date and time, conversation duration, queue, and wrap-up code. 

Does anyone know how to set external contact data for messages chat so that we interactions can be searched up and surveys sent out to customers based on the information they input in the bot or messages chat?

Hello Cameron,

Thank you very much for linking that thread! It is very helpful!

We have a lot of customers to chat to learn more about our products before they buy them which means most don't have an account. As such, we don't currently have an external contact list in Genesys. We have our data base with our pre-existing customers, but that data base is getting replaced soon so connecting it to Genesys is not something we can currently do. I'm trying to see if there is a way to get the customer information connected to the interaction so that it can be searched up on the Performance Workspace Interactions tab without having to use an external contact list since due to the above. 

Hello Brandon, 

This thread from the past might be helpful, it sounds kind of like what you are trying to do. 

Hello!

We are working at switching over to messages chat from web chats and have run into problems with information that effects both surveys and also finding interactions. 

Our current messages chat uses a digital bot flow to gather info from the customer such as their email address and name before it reaches an agent. These questions are our standard questions we ask our customer for account security before we can give them any account information. I currently have it set so that once the info is collected form the customer, it saves it as participant data. 

The first problem we are having is that we are currently working on switching over to Genesys' built in surveys. We have calls and emails working, and we have web chat working as well, but since the messages chat only saves that info as participant data instead of external contact data, we are not able to send out surveys for messages chat since there is no email address connected to it as external contact data. 

The second problem is that since it does not save any data as external contact data, we are unable to search for specific messages chats properly as the only data we have to use is the agents name, the date and time, conversation duration, queue, and wrap-up code. 

Does anyone know how to set external contact data for messages chat so that we interactions can be searched up and surveys sent out to customers based on the information they input in the bot or messages chat?

Hello Brandon, 

No problem! 

As for your current issue of not having them within Genesys External contact list, i'm out of ideas. Maybe somebody from the community might be able to help as the only thing I can think of is the external contact list or possibly using our data tables but this all requires migrating your data base to Genesys Cloud. 

Hello Cameron,

Thank you very much for linking that thread! It is very helpful!

We have a lot of customers to chat to learn more about our products before they buy them which means most don't have an account. As such, we don't currently have an external contact list in Genesys. We have our data base with our pre-existing customers, but that data base is getting replaced soon so connecting it to Genesys is not something we can currently do. I'm trying to see if there is a way to get the customer information connected to the interaction so that it can be searched up on the Performance Workspace Interactions tab without having to use an external contact list since due to the above. 

Hello Brandon, 

This thread from the past might be helpful, it sounds kind of like what you are trying to do. 

Hello!

We are working at switching over to messages chat from web chats and have run into problems with information that effects both surveys and also finding interactions. 

Our current messages chat uses a digital bot flow to gather info from the customer such as their email address and name before it reaches an agent. These questions are our standard questions we ask our customer for account security before we can give them any account information. I currently have it set so that once the info is collected form the customer, it saves it as participant data. 

The first problem we are having is that we are currently working on switching over to Genesys' built in surveys. We have calls and emails working, and we have web chat working as well, but since the messages chat only saves that info as participant data instead of external contact data, we are not able to send out surveys for messages chat since there is no email address connected to it as external contact data. 

The second problem is that since it does not save any data as external contact data, we are unable to search for specific messages chats properly as the only data we have to use is the agents name, the date and time, conversation duration, queue, and wrap-up code. 

Does anyone know how to set external contact data for messages chat so that we interactions can be searched up and surveys sent out to customers based on the information they input in the bot or messages chat?