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Messenger icon is removing from website post enabling authentication toggle under messenger configuration

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  • 1.  Messenger icon is removing from website post enabling authentication toggle under messenger configuration

    Posted 08-12-2024 08:21
      |   view attached
    No replies, thread closed.
    We are exploring authenticated web messaging.
    Our use case as below:
    End customer will login on website by using their credentials, once he clicks on Genesys BOT icon, Genesys BOT should greet customer by fetching his name from the login user name.
     
    To achieve above we are using authenticated web messaging but when we are enabling authenticated web messaging toggle in messenger configuration and mapping the newly created version in messenger deployment out chat icon got vanished from our website. When we switched off the authenticated web messaging toggle the icon again appearing on website.
     
    Request you to please let me know why messenger icon is removing from website post enabling authentication toggle under messenger configuration. Please refer attached screenshot for more info.

    Thanks,
    Zeeshan

    #DigitalChannels

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    Zeeshan Haider Rizvi
    Capgemini
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  • 2.  RE: Messenger icon is removing from website post enabling authentication toggle under messenger configuration
    Best Answer

    Posted 08-12-2024 10:59
    No replies, thread closed.

    Hi - yes, that's the expected current behavior: the Messenger icon would become available only after End-User has signed-in to the brand.
    We are releasing a new feature that would allow for conversations to start with anonymous visitor (no sign-in required) and then Agent can ask for the End-User to sign-in to continue the conversation. See this Idea for guidance > https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-17



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    Angelo Cicchitto
    Genesys - Employees
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    Original Message


  • 3.  RE: Messenger icon is removing from website post enabling authentication toggle under messenger configuration

    Posted 08-12-2024 11:09
    No replies, thread closed.

    Hi Zeeshan,

    I believe the answer to your issue lies within the attached diagram found here Authenticated web messaging (genesys.cloud). 

    While I have not personally setup authenticated web messaging, I think I have a good general understanding of why this is happening. In the below image, after the customer authenticates note step 10 "Open web messaging". To me this means the Web Messaging service does not launch or appear until you are an authenticated user.
     
    From a design perspective this makes sense, otherwise unauthenticated users could just interact with your web messenger window. You specified that you enabled authentication, but did you authenticate in your testing? If not, I would authenticate yourself first.


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    Caleb Smith
    Interstate Gas Supply, Inc.
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    Original Message


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