Genesys Cloud - Main

 View Only

Discussion Thread View
Expand all | Collapse all

Send Welcome message to customer as soon as the agent answers the chat.

  • 1.  Send Welcome message to customer as soon as the agent answers the chat.

    Posted 8 days ago

    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
    ------------------------------


  • 2.  RE: Send Welcome message to customer as soon as the agent answers the chat.
    Best Answer

    GENESYS
    Posted 8 days ago

    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
    ------------------------------



  • 3.  RE: Send Welcome message to customer as soon as the agent answers the chat.

    Posted 7 days ago

    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
    ------------------------------



  • 4.  RE: Send Welcome message to customer as soon as the agent answers the chat.

    Posted 7 days ago

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

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



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



  • 5.  RE: Send Welcome message to customer as soon as the agent answers the chat.

    Posted 7 days ago
      |   view attached

    Might attach one of our packs that might help ;)



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

    Attachment(s)



  • 6.  RE: Send Welcome message to customer as soon as the agent answers the chat.

    Posted 7 days ago

    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
    ------------------------------



  • 7.  RE: Send Welcome message to customer as soon as the agent answers the chat.

    Posted 7 days ago

    @Robert Wakefield-Carl - No, it's using the Gensys UI as a normal agent would, the app is inserted into the scripting. You can use the UI in the agent script, or you can do a lite version where you don't need to see the UI in the script and use all the features like auto greet/auto disconnect/idle timeout etc. I would be happy to show you how it works :)



    ------------------------------
    Lawrence DraytonLawrence Drayton
    ------------------------------



  • 8.  RE: Send Welcome message to customer as soon as the agent answers the chat.

    Posted 7 days ago
      |   view attached

    @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
    ------------------------------



  • 9.  RE: Send Welcome message to customer as soon as the agent answers the chat.

    Posted 7 days ago

    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
    ------------------------------



  • 10.  RE: Send Welcome message to customer as soon as the agent answers the chat.

    Posted 7 days ago
    Edited by Lawrence Drayton 7 days ago

    Yes! Thats right :)

    Though, it doesn't need to be "hosted" per se. It's very light - no server-side function. It's technically sitting in an s3 bucket - but it could technically be on your local machine as an example, doesn't need to be "started" "launched" or anything like that. The client app on the left is just where I load my dev chat config so I can easily spin up a chat that goes straight into the queue. 

    Agree with a barge API. The reason I started making this was for the express purpose of being able to send a message which at the time (And still) is only with user context



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



  • 11.  RE: Send Welcome message to customer as soon as the agent answers the chat.

    GENESYS
    Posted 6 days ago
    Edited by Angelo Cicchitto 6 days ago

    Hi Robert - the first 2025 release for greeting will be focusing on Voice use-case first as part of INB-I-986, after that we'll review the Messaging use-case with @Sabyasachi Pradhan

    Agree on the need for messaging API that can accept messages without user context: for this we'll need Agentless API support which is a consideration for 2025 roadmap, see this idea DXWMM-I-25



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



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources