Genesys Cloud CX

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  • 1.  Set customer "nickname" in Web Messaging

    Posted 20 days ago
    Good day,

    In Web Chat, we can ask the user for a nickname in a pre-chat survey and display that to our agents.  We would like to do the same thing using Web Messaging.  I have not been able to find any documentation on if this is possible and, if so, how.  Anyone else done this?
    Marty
    #DigitalChannels

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    Marty Hand
    National Domestic Violence Hotline
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  • 2.  RE: Set customer "nickname" in Web Messaging

    GENESYS
    Posted 19 days ago
    Hi Marty,
    The equivalent functionality in Web Messaging would be to either:
    1. Capture the nickname via Flow/Bot and update External Contacts record via Architect, this way Agent UI will show it (some upcoming Beta functionality will make this easier), OR 
    2. Pass the nickname as a Custom Attributes via Messenger, and then retrieve it within Architect using "Get Participant Data" action to populate agent's Script panel.


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    Angelo Cicchitto
    Genesys - Employees
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  • 3.  RE: Set customer "nickname" in Web Messaging

    Posted 19 days ago
    Thanks, Angelo.  I already have it passing to the Script panel but was hoping we weren't taking another step backwards by losing the ability to set this attribute to appear in the message panel.  Because we are an anonymous service, we don't use external contacts.

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    Marty Hand
    National Domestic Violence Hotline
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