Genesys Cloud - Main

Hello All,

I am new to Genesys Cloud. As all of you we were on Bold 360 platform and trying to upgrade it to Genesys Cloud.

Bold 360 had an option form where you can get some basic information about the user like email, name, issue, etc. when initiating a agent chat. I am trying to achieve same thing by creating "Slot" in Digital Bot Flow.

Also in Bold 360 the information provided in the form use to populate the customer name for the chat in "chat.ChatName" is there a way i can do something similar in Digital Bot Chat which will populate the customer_name variable and the user information for the chat.

Thanks in Advance

Hello All,

I am new to Genesys Cloud. As all of you we were on Bold 360 platform and trying to upgrade it to Genesys Cloud.

Bold 360 had an option form where you can get some basic information about the user like email, name, issue, etc. when initiating a agent chat. I am trying to achieve same thing by creating "Slot" in Digital Bot Flow.

Also in Bold 360 the information provided in the form use to populate the customer name for the chat in "chat.ChatName" is there a way i can do something similar in Digital Bot Chat which will populate the customer_name variable and the user information for the chat.

Thanks in Advance

I see a couple ways you can do this.
The first being to use Authenticated Web Messaging and passing attributes from the user login of your portal on the website. Then passing those attributes to the agent by popping them on a script or popping the external contact record. The Developer Center has the info about Authenticated Web Messaging.
Second is the way you are going about it now with the use of bot to setup some slots to collect this information. From their you can pop it on the script or use things like email address or phone number to lookup their external contact record and associate it so the profile shows on the agent desktop.

Hope this helps.

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 01-05-2024 16:59
From: Abdulquadir Shaikh
Subject: Showing Customer Name in chat

Hello All,

I am new to Genesys Cloud. As all of you we were on Bold 360 platform and trying to upgrade it to Genesys Cloud.

Bold 360 had an option form where you can get some basic information about the user like email, name, issue, etc. when initiating a agent chat. I am trying to achieve same thing by creating "Slot" in Digital Bot Flow.

Also in Bold 360 the information provided in the form use to populate the customer name for the chat in "chat.ChatName" is there a way i can do something similar in Digital Bot Chat which will populate the customer_name variable and the user information for the chat.

Thanks in Advance

#ArchitectureandDesign

------------------------------
Abdulquadir Shaikh
DYOPATH, LLC
------------------------------

A related question to this - Right now, I am not using Authenticated Web Messaging and interactions display as Guest, see attached

If I were to start using Authenticated Web Messaging, would it now populate with the authenticated user's info instead of saying Guest? 

------------------------------
Sean Stiglitz
Strike Acceptance

Original Message:
Sent: 01-08-2024 08:25
From: Steven Alix
Subject: Showing Customer Name in chat

I see a couple ways you can do this.
The first being to use Authenticated Web Messaging and passing attributes from the user login of your portal on the website. Then passing those attributes to the agent by popping them on a script or popping the external contact record. The Developer Center has the info about Authenticated Web Messaging.
Second is the way you are going about it now with the use of bot to setup some slots to collect this information. From their you can pop it on the script or use things like email address or phone number to lookup their external contact record and associate it so the profile shows on the agent desktop.

Hope this helps.

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 01-05-2024 16:59
From: Abdulquadir Shaikh
Subject: Showing Customer Name in chat

Hello All,

I am new to Genesys Cloud. As all of you we were on Bold 360 platform and trying to upgrade it to Genesys Cloud.

Bold 360 had an option form where you can get some basic information about the user like email, name, issue, etc. when initiating a agent chat. I am trying to achieve same thing by creating "Slot" in Digital Bot Flow.

Also in Bold 360 the information provided in the form use to populate the customer name for the chat in "chat.ChatName" is there a way i can do something similar in Digital Bot Chat which will populate the customer_name variable and the user information for the chat.

Thanks in Advance

#ArchitectureandDesign

------------------------------
Abdulquadir Shaikh
DYOPATH, LLC
------------------------------

I see a couple ways you can do this.
The first being to use Authenticated Web Messaging and passing attributes from the user login of your portal on the website. Then passing those attributes to the agent by popping them on a script or popping the external contact record. The Developer Center has the info about Authenticated Web Messaging.
Second is the way you are going about it now with the use of bot to setup some slots to collect this information. From their you can pop it on the script or use things like email address or phone number to lookup their external contact record and associate it so the profile shows on the agent desktop.

Hope this helps.

Hello All,

I am new to Genesys Cloud. As all of you we were on Bold 360 platform and trying to upgrade it to Genesys Cloud.

Bold 360 had an option form where you can get some basic information about the user like email, name, issue, etc. when initiating a agent chat. I am trying to achieve same thing by creating "Slot" in Digital Bot Flow.

Also in Bold 360 the information provided in the form use to populate the customer name for the chat in "chat.ChatName" is there a way i can do something similar in Digital Bot Chat which will populate the customer_name variable and the user information for the chat.

Thanks in Advance

Hello Steven,

Thanks for your response. I am not looking to use Authenticated Web Messaging, since all of the end user who will be interacting with the Chat Bot will not have any account in Genesys Cloud.

Second method relates most closely to what I am looking but in there I have no way to lookup information. In Digital Bot Flow, I have slot which ask for end users Full Name. I would like to utilize this and pass it on to CANNED MESSAGE response where agent doing that chat can call the end user with their name.

I see a couple ways you can do this.
The first being to use Authenticated Web Messaging and passing attributes from the user login of your portal on the website. Then passing those attributes to the agent by popping them on a script or popping the external contact record. The Developer Center has the info about Authenticated Web Messaging.
Second is the way you are going about it now with the use of bot to setup some slots to collect this information. From their you can pop it on the script or use things like email address or phone number to lookup their external contact record and associate it so the profile shows on the agent desktop.

Hope this helps.

Hello All,

I am new to Genesys Cloud. As all of you we were on Bold 360 platform and trying to upgrade it to Genesys Cloud.

Bold 360 had an option form where you can get some basic information about the user like email, name, issue, etc. when initiating a agent chat. I am trying to achieve same thing by creating "Slot" in Digital Bot Flow.

Also in Bold 360 the information provided in the form use to populate the customer name for the chat in "chat.ChatName" is there a way i can do something similar in Digital Bot Chat which will populate the customer_name variable and the user information for the chat.

Thanks in Advance

Based on the resource center and what I believe your use case I would recommend building a data action to leverage this API from the dev center.

https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-messages--conversationId--communications--communicationId--messages

Have a clickable button on your script that will send the response and combine the data from the Messaging Bot Flow slot, (i'd populate it on the script for the agent as well) and the agent alias information in the canned response. You have to setup a Canned Response messaging template to leverage in conjunction with this API.

Hello Steven,

Thanks for your response. I am not looking to use Authenticated Web Messaging, since all of the end user who will be interacting with the Chat Bot will not have any account in Genesys Cloud.

Second method relates most closely to what I am looking but in there I have no way to lookup information. In Digital Bot Flow, I have slot which ask for end users Full Name. I would like to utilize this and pass it on to CANNED MESSAGE response where agent doing that chat can call the end user with their name.

I see a couple ways you can do this.
The first being to use Authenticated Web Messaging and passing attributes from the user login of your portal on the website. Then passing those attributes to the agent by popping them on a script or popping the external contact record. The Developer Center has the info about Authenticated Web Messaging.
Second is the way you are going about it now with the use of bot to setup some slots to collect this information. From their you can pop it on the script or use things like email address or phone number to lookup their external contact record and associate it so the profile shows on the agent desktop.

Hope this helps.

Hello All,

I am new to Genesys Cloud. As all of you we were on Bold 360 platform and trying to upgrade it to Genesys Cloud.

Bold 360 had an option form where you can get some basic information about the user like email, name, issue, etc. when initiating a agent chat. I am trying to achieve same thing by creating "Slot" in Digital Bot Flow.

Also in Bold 360 the information provided in the form use to populate the customer name for the chat in "chat.ChatName" is there a way i can do something similar in Digital Bot Chat which will populate the customer_name variable and the user information for the chat.

Thanks in Advance