Genesys Cloud - Main

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 

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

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 

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!

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Shauna Gibson
Motability Operations

Original Message:
Sent: 02-09-2024 08:42
From: Angelo Cicchitto
Subject: Messenger

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

Original Message:
Sent: 02-08-2024 12:14
From: Shauna Gibson
Subject: Messenger

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

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Shauna Gibson
Motability Operations
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