Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Messenger

    Posted 02-08-2024 12:14
    No replies, thread closed.

    Hi All

    I have seen the latest release for messenger where by it states the below:

    "Administrators can now configure the Messenger launcher to remain visible even during page reloads and site navigation when triggered by business logic. This ensures uninterrupted access to ongoing messages for users."

    Before this release we were having an issue where by if a customer navigated to a page where we didn't have the messenger icon showing, they would loose the interaction altogether and we were also not able to select the pages that the chat icon showed on, as we only want it on a select few.  Would I be correct in saying that this release will solve this and how would we go about getting this set up?

    Thanks 


    #DigitalChannels

    ------------------------------
    Shauna Gibson
    Motability Operations
    ------------------------------


  • 2.  RE: Messenger
    Best Answer

    Posted 02-09-2024 08:43
    No replies, thread closed.

    Hard to comment exactly. We originally announced the upcoming change here > https://community.genesys.com/discussion/upcoming-messenger-improvement-launcher-persistence-after-proactive-trigger

    With the previous behavior (that we are improving) the following experience was likely to happen (non-ideal):

    1. Messenger Launcher initially hidden
    2. Visitor navigates to given page that triggers proactive offer + Launcher
    3. Visitor starts conversation, then minimizes Messenger (unlikely)
    4. Visitor navigates to another page
    5. At this point Messenger remains hidden and Visitor cannot resume ongoing conversation

    We are fixing #5



    ------------------------------
    Angelo Cicchitto
    Genesys - Employees
    ------------------------------



  • 3.  RE: Messenger

    Posted 02-12-2024 12:29
    No replies, thread closed.

    Hi Angelo

    When you say that you are fixing 5, is this what has been fixed with the latest release, or is this yet to come? 

    Thanks!



    ------------------------------
    Shauna Gibson
    Motability Operations
    ------------------------------

    Original Message


  • 4.  RE: Messenger

    Posted 02-12-2024 12:55
    Edited by Angelo Cicchitto 02-12-2024 12:56
    No replies, thread closed.

    Hi - it's been deployed to all regions last week, see Release Notes > https://help.mypurecloud.com/releasenote/february-7-2024/



    ------------------------------
    Angelo Cicchitto
    Genesys - Employees
    ------------------------------

    Original Message


Related Content