Genesys Cloud CX

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  • 1.  No Name in web messenger

    Posted 3 days ago
    Good morning all,
    My customer is using web messenger and bot flows to collect information from a customer prior to connecting with an agent.
    One of the fields they ask for is a name, and really want the name to display in the interactions on the left instead of it showing 'No Name'
    They are not using authenticated and do not use external contacts at this stage.
    Has anyone found a way to pass through a name into this field below?
    Any help would be greatly appreciated
    #ArchitectureandDesign
    #ConversationalAI(Bots,AgentAssist,etc.)

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    Emma Lilley
    Black Box Technologies New Zealand Limited
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  • 2.  RE: No Name in web messenger

    Posted 2 days ago
    Yes, one of the shortcomings of Messaging at present.  @Angelo Cicchitto, can you explain why that is?  You have to use the External Lookup tool to find the contact and then use a data action to associate the conversation with that contact.  After that, the local cache should be able to pass through subsequent interactions as that contact.  If users delete their cache, then you will have to re-associate with that contact, but here is the kicker - you can only do that 25 times before you have to completely wipe out the contact and create a new one.  ​​

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: No Name in web messenger

    GENESYS
    Posted 2 days ago

    Hi. The product team is aware of current limitations, and looking into how to simplify Agent UI logic and experience, particularly for anonymous visitors: this is actively in-progress.

    Thanks for the patience.



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    Angelo Cicchitto
    Genesys - Employees
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