Genesys Cloud - Main

Hi Everyone, 

In Genesys Cloud web messaging, I would like to automatically trigger/send a welcome message to the customer as soon as an agent answers the chat. How can this be implemented? I have tried to find a configuration to do this, but i am unable to find it. 

Thanks,

Karthik

Hi - Automated Agent Greeting currently planned on the roadmap, please vote this Idea > https://genesyscloud.ideas.aha.io/ideas/DIG-I-689

Hi Everyone, 

In Genesys Cloud web messaging, I would like to automatically trigger/send a welcome message to the customer as soon as an agent answers the chat. How can this be implemented? I have tried to find a configuration to do this, but i am unable to find it. 

Thanks,

Karthik

You mentioned in that Idea in June of 2023 you thought it would be a good idea for Messaging.  Did you actually get them to think about Messaging on this release due out in February?  

On another note, we REALLY need an API that allows us to interject messages into an existing message session.  For instance, if one side is idle for x minutes, provide a message like "Are you still there".  Anything like that on the horizon?

Hi - Automated Agent Greeting currently planned on the roadmap, please vote this Idea > https://genesyscloud.ideas.aha.io/ideas/DIG-I-689

Hi Everyone, 

In Genesys Cloud web messaging, I would like to automatically trigger/send a welcome message to the customer as soon as an agent answers the chat. How can this be implemented? I have tried to find a configuration to do this, but i am unable to find it. 

Thanks,

Karthik

I do have a product that does exactly this (And more)

@Robert Wakefield-Carl It also does this too :)

You mentioned in that Idea in June of 2023 you thought it would be a good idea for Messaging.  Did you actually get them to think about Messaging on this release due out in February?  

On another note, we REALLY need an API that allows us to interject messages into an existing message session.  For instance, if one side is idle for x minutes, provide a message like "Are you still there".  Anything like that on the horizon?

Hi - Automated Agent Greeting currently planned on the roadmap, please vote this Idea > https://genesyscloud.ideas.aha.io/ideas/DIG-I-689

Hi Everyone, 

In Genesys Cloud web messaging, I would like to automatically trigger/send a welcome message to the customer as soon as an agent answers the chat. How can this be implemented? I have tried to find a configuration to do this, but i am unable to find it. 

Thanks,

Karthik

I do have a product that does exactly this (And more)

@Robert Wakefield-Carl It also does this too :)

You mentioned in that Idea in June of 2023 you thought it would be a good idea for Messaging.  Did you actually get them to think about Messaging on this release due out in February?  

On another note, we REALLY need an API that allows us to interject messages into an existing message session.  For instance, if one side is idle for x minutes, provide a message like "Are you still there".  Anything like that on the horizon?

Hi - Automated Agent Greeting currently planned on the roadmap, please vote this Idea > https://genesyscloud.ideas.aha.io/ideas/DIG-I-689

Hi Everyone, 

In Genesys Cloud web messaging, I would like to automatically trigger/send a welcome message to the customer as soon as an agent answers the chat. How can this be implemented? I have tried to find a configuration to do this, but i am unable to find it. 

Thanks,

Karthik

I assume you are front-ending the messaging platform with your own UI.  I see no way within Genesys to do this using standard API's unless I get a man in the middle.  

I do have a product that does exactly this (And more)

@Robert Wakefield-Carl It also does this too :)

You mentioned in that Idea in June of 2023 you thought it would be a good idea for Messaging.  Did you actually get them to think about Messaging on this release due out in February?  

On another note, we REALLY need an API that allows us to interject messages into an existing message session.  For instance, if one side is idle for x minutes, provide a message like "Are you still there".  Anything like that on the horizon?

Hi - Automated Agent Greeting currently planned on the roadmap, please vote this Idea > https://genesyscloud.ideas.aha.io/ideas/DIG-I-689

Hi Everyone, 

In Genesys Cloud web messaging, I would like to automatically trigger/send a welcome message to the customer as soon as an agent answers the chat. How can this be implemented? I have tried to find a configuration to do this, but i am unable to find it. 

Thanks,

Karthik

I assume you are front-ending the messaging platform with your own UI.  I see no way within Genesys to do this using standard API's unless I get a man in the middle.  

I do have a product that does exactly this (And more)

@Robert Wakefield-Carl It also does this too :)

You mentioned in that Idea in June of 2023 you thought it would be a good idea for Messaging.  Did you actually get them to think about Messaging on this release due out in February?  

On another note, we REALLY need an API that allows us to interject messages into an existing message session.  For instance, if one side is idle for x minutes, provide a message like "Are you still there".  Anything like that on the horizon?

Hi - Automated Agent Greeting currently planned on the roadmap, please vote this Idea > https://genesyscloud.ideas.aha.io/ideas/DIG-I-689

Hi Everyone, 

In Genesys Cloud web messaging, I would like to automatically trigger/send a welcome message to the customer as soon as an agent answers the chat. How can this be implemented? I have tried to find a configuration to do this, but i am unable to find it. 

Thanks,

Karthik

@Robert Wakefield-Carl Here is a super quick test to show you what I mean :) 

It's all client side. I made this around a year ago and have been adding features as requested along the way. Reality is it cuts down on what I see as inefficiency in web message, as the previous web chat would alert a customer to when a agent joined and therefore started the expectation of engagement. Agents figured out that it doesn't happen on web message and would not engage with a customer if they were busy/or being sneaky etc. This has cut down AHT drastically. Happy to show you the auto disconnect feature when a customer leaves the page etc. Keen to hear your thoughts!

I assume you are front-ending the messaging platform with your own UI.  I see no way within Genesys to do this using standard API's unless I get a man in the middle.  

I do have a product that does exactly this (And more)

@Robert Wakefield-Carl It also does this too :)

You mentioned in that Idea in June of 2023 you thought it would be a good idea for Messaging.  Did you actually get them to think about Messaging on this release due out in February?  

On another note, we REALLY need an API that allows us to interject messages into an existing message session.  For instance, if one side is idle for x minutes, provide a message like "Are you still there".  Anything like that on the horizon?

Hi - Automated Agent Greeting currently planned on the roadmap, please vote this Idea > https://genesyscloud.ideas.aha.io/ideas/DIG-I-689

Hi Everyone, 

In Genesys Cloud web messaging, I would like to automatically trigger/send a welcome message to the customer as soon as an agent answers the chat. How can this be implemented? I have tried to find a configuration to do this, but i am unable to find it. 

Thanks,

Karthik

Ah, a Client App.  That will of course work and now with the multiplanel UI it shouldn't get in the way.  You would have to host the app some place since there is more than NodeJS in it.  Gets by man in the middle, but we still need that Barge API so we can interject outside of user context.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-28-2024 16:32
From: Lawrence Drayton
Subject: Send Welcome message to customer as soon as the agent answers the chat.

@Robert Wakefield-Carl Here is a super quick test to show you what I mean :) 

It's all client side. I made this around a year ago and have been adding features as requested along the way. Reality is it cuts down on what I see as inefficiency in web message, as the previous web chat would alert a customer to when a agent joined and therefore started the expectation of engagement. Agents figured out that it doesn't happen on web message and would not engage with a customer if they were busy/or being sneaky etc. This has cut down AHT drastically. Happy to show you the auto disconnect feature when a customer leaves the page etc. Keen to hear your thoughts!

------------------------------
Lawrence Drayton

Original Message:
Sent: 11-28-2024 12:06
From: Robert Wakefield-Carl
Subject: Send Welcome message to customer as soon as the agent answers the chat.

I assume you are front-ending the messaging platform with your own UI.  I see no way within Genesys to do this using standard API's unless I get a man in the middle.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-27-2024 23:56
From: Lawrence Drayton
Subject: Send Welcome message to customer as soon as the agent answers the chat.

I do have a product that does exactly this (And more)

@Robert Wakefield-Carl It also does this too :)

------------------------------
Lawrence Drayton

Original Message:
Sent: 11-27-2024 21:54
From: Robert Wakefield-Carl
Subject: Send Welcome message to customer as soon as the agent answers the chat.

You mentioned in that Idea in June of 2023 you thought it would be a good idea for Messaging.  Did you actually get them to think about Messaging on this release due out in February?  

On another note, we REALLY need an API that allows us to interject messages into an existing message session.  For instance, if one side is idle for x minutes, provide a message like "Are you still there".  Anything like that on the horizon?

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-27-2024 04:33
From: Angelo Cicchitto
Subject: Send Welcome message to customer as soon as the agent answers the chat.

Hi - Automated Agent Greeting currently planned on the roadmap, please vote this Idea > https://genesyscloud.ideas.aha.io/ideas/DIG-I-689

------------------------------
Angelo Cicchitto
Genesys - Employees

Original Message:
Sent: 11-27-2024 03:35
From: Karthik Ageer
Subject: Send Welcome message to customer as soon as the agent answers the chat.

Hi Everyone, 

In Genesys Cloud web messaging, I would like to automatically trigger/send a welcome message to the customer as soon as an agent answers the chat. How can this be implemented? I have tried to find a configuration to do this, but i am unable to find it. 

Thanks,

Karthik

#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels

------------------------------
Karthik Ageer
------------------------------

You mentioned in that Idea in June of 2023 you thought it would be a good idea for Messaging.  Did you actually get them to think about Messaging on this release due out in February?  

On another note, we REALLY need an API that allows us to interject messages into an existing message session.  For instance, if one side is idle for x minutes, provide a message like "Are you still there".  Anything like that on the horizon?

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-27-2024 04:33
From: Angelo Cicchitto
Subject: Send Welcome message to customer as soon as the agent answers the chat.

Hi - Automated Agent Greeting currently planned on the roadmap, please vote this Idea > https://genesyscloud.ideas.aha.io/ideas/DIG-I-689

------------------------------
Angelo Cicchitto
Genesys - Employees

Original Message:
Sent: 11-27-2024 03:35
From: Karthik Ageer
Subject: Send Welcome message to customer as soon as the agent answers the chat.

Hi Everyone, 

In Genesys Cloud web messaging, I would like to automatically trigger/send a welcome message to the customer as soon as an agent answers the chat. How can this be implemented? I have tried to find a configuration to do this, but i am unable to find it. 

Thanks,

Karthik

#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels

------------------------------
Karthik Ageer
------------------------------