Genesys Cloud CX

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  • 1.  Messenger questions and roadmap

    Posted 08-15-2022 16:17
    So, based on previous communications in this forum, it appears the direction for chatting with customer is to use the Messenger channel.   Couple quick questions:
    1.  I understand the persistence, but is there any thought/way to have agent disconnect the conversation?  We are taking payments and would like to see the persistence cleared out if this happens.
    2.  any ability to change format of the slot quick reply buttons?
    3.  If the customer closes out the chat window (and browser) there does not seem to be a notification to the agent.
    4.  If the customer changes pages they are on, will the chat be persistent to new page?  will agent be notified of change?

    any roadmap of new features being released in next few months.
    thanks in advance!!!

    Clayton
    #ArchitectureandDesign
    #ConversationalAI(Bots,AgentAssist,etc.)
    #Implementation
    #Roadmap/NewFeatures

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    Clayton Curtis
    Enova Online Services, Inc.
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  • 2.  RE: Messenger questions and roadmap

    GENESYS
    Posted 08-16-2022 05:33
    Hi Clayton,

    Indeed, customers are encouraged to adopt our latest messaging channel: Web Messaging and Messenger.
    1. We are working on new feature to facilitate the use-case with agent disconnecting conversation: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-26
    2. What format do you need from Quick Replies, and why? 
    3. Customer closing browser is not immediately visible, but could be detected based on message delivery notification: if agent sends a new outbound message, the UI will show a delivery failed icon, in case client is not online
    4. Yes, if customer navigates across pages within the same sub-domain, the session will persist. Agents will be able to observe the page navigation in case web tracking is enabled via Messenger configuration.


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    Angelo Cicchitto
    Genesys - Employees
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