brandon | 2024-07-27 03:55:40 UTC | #1
Hi,
We're in the process of migrating to Genesys Messenger from Live Person and I need some help sending the same chat events to my analytics tool.
The below table shows the events I need to migrate, and the equivalent subscription event in Genesys. Can I get some help in filling out the blanks?
Event Name | Genesys Messenger Plugin.Event | Comments |
Chat icon visible | Launcher.visible | Doesn't seem to fire when controlled by business rules |
Chat icon minimised | Launcher.hidden or Conversations.closed? | Conversations.closed only seems to fire |
Messenger window open | Messenger.opened | Fires 3 times. Need to throttle in Javascript so event only fires to analytics once. |
Messenger window closed | Messenger.closed | Fires 3 times after "clear and leave conversation" rubbish bin icon selected. Need to throttle in Javascript so event only fires to analytics once. |
First chat with bot | ? | Can't find an event which fires only once per session |
First chat with agent | Conversations.started? | Can't find an event which fires only once per session |
Chatting with bot | ? | We're using the Genesys native Messenger UI - can't find an event outside of Messaging Service plugins. |
Chatting with agent (including their name) | ? | We're using the Genesys native Messenger UI - can't find an event outside of Messaging Service plugins. Also name of real agent doesn't seem to be available |
Angelo_Cicchitto | 2024-08-07 09:23:32 UTC | #2
Hi @brandon
- First chat with bot:
- Subscribe to MessagingService.messagesReceived event and look for the first message with originatingEntity: “Bot”. Note that every subsequent message from Bot will have this. So, this is not once per session: you need to filter out messages for first occurrence. When there is none, then that means there is no such thing happened.
- To track this during restoring Messenger, you can subscribe to MessagingService.restored which will contain all the same messages then filter out for first message from Bot.
- First chat with Agent: same as above but look for originatingEntity: “Human”
- Chatting with bot: listening to above messages would automatically indicate this, as every message sent from Bot will include originatingEntity: “Bot”.
- Chatting with Agent: Same as above. channel.from will include Agent nickname. Every message from Agent will have this.
- Chat icon minimized: I believe this is Messenger minimized, so that would be Conversations.closed for Messenger minimized/closed.
- For Messenger.opened and closed event firing 3 times: perhaps you are subscribing to this event 3 times and that’s causing Messenger to republish 2 more times.
- In general you can check documentation for MessagingService.messagesReceived event, including hyplerlinks showing message structure, and look for the message data originatingEntity to determine if the message is from Agent or Bot.
- originatingEntity: // values – Human, Bot*
- channel.from –* will include Agent nickname.
brandon | 2024-08-09 00:10:26 UTC | #3
Thank you Angelo! I was able to subscribe to MessagingService.messagesReceived and get the events I needed.
Thanks again for your help.
system | 2024-09-08 00:10:55 UTC | #4
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