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  • 1.  Selectively enable Messenger Conversations (chat) on website

    Posted 03-28-2025 12:01

    We are using web messaging currently for Co-Browse for Voice only. We have Messaging Conversations (chat) disabled in the Messenger configuration. Our business would like to enable chat but only if the user is on certain portions of our website. In reviewing the configuration documentation and available SDK commands, we don't see the ability to enable/disable chat when using the Messenger UI combined with the SDK Commands. We think that we would need to build our own UI utilizing the Messenger Headless Mode SDK underneath so that we could implement this type of functionality within our custom UI. 
    Checking with the community to see if our conclusion is correct or if there is another option?
    Thanks!


    #WebMessaging

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    David Tuel
    Senior Manager, Enterprise Architecture
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  • 2.  RE: Selectively enable Messenger Conversations (chat) on website

    Posted 04-29-2025 07:21

    Hi @David Tuel,

    Afaik you should be able to show the launcher button utilizing our javascript sdk commands. I recommend you have a look here: https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/pluginExamples#build-your-own-messenger-launcher

    Further with Predictive Engagement you can flexibly & dynamically configure through the Genesys UI on which pages you want to show or allow the messenger widget to appear. You could even track the visitor and define the visitor behaviour under which the end-user should see the messenger widget. (For example, if user stays longer than 5 secs on a credit card analysis page, show the messenger widget with some pre-defined text or offer.

    Hope that helps a bit.

    Cheers,
    Georgy



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    Georgy Rudnev
    Technical Account Manager
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