Genesys Cloud - Main

Hello,

Recently we have seen the attached indicator next to an outgoing message and would like to know what it means. As you can see the message repeats itself (not sure if agent did that or not) and the first message goes grey and an X appears next to it.

#DigitalChannels

------------------------------
James Terry
General Motors Financial Company, Inc.
------------------------------

Hi @James Terry the red X symbol may indicate some condition that prevents the outbound message from being accepted by the platform (it might happen occasionally due to special temporary conditions like rate limits reached): if it does happen more frequently, would recommend to investigate with Genesys Care.

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

Thank you so much for responding to this post.

If you have a moment Id appreciate an explanation for this additional error message as well or if available, a resource link for the different type of error icons and their meanings.

This error is the standard 3-sided error icon but is showing up for the customer instead of the user/agent. For the user/agent we normally see the error icon when the customer has closed out of the associated browser so the message from the agent/user wasn't delivered but we are not sure what the error means when it shows up for the customer.

Appreciate the support!

------------------------------
James Terry
General Motors Financial Company, Inc.
------------------------------

Original Message:
Sent: 05-22-2024 04:49
From: Angelo Cicchitto
Subject: Web Message, red X mark next to grey tinted message

Hi @James Terry the red X symbol may indicate some condition that prevents the outbound message from being accepted by the platform (it might happen occasionally due to special temporary conditions like rate limits reached): if it does happen more frequently, would recommend to investigate with Genesys Care.

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

See this page: https://help.mypurecloud.com/articles/accept-and-respond-to-a-message-interaction/
That error icon is visible only to Agents, and will disappear once the outbound message is delivered to end-user's client.
The end-users will not see that alert icon.

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

Original Message:
Sent: 05-22-2024 11:04
From: James Terry
Subject: Web Message, red X mark next to grey tinted message

Thank you so much for responding to this post.

If you have a moment Id appreciate an explanation for this additional error message as well or if available, a resource link for the different type of error icons and their meanings.

This error is the standard 3-sided error icon but is showing up for the customer instead of the user/agent. For the user/agent we normally see the error icon when the customer has closed out of the associated browser so the message from the agent/user wasn't delivered but we are not sure what the error means when it shows up for the customer.

Appreciate the support!

------------------------------
James Terry
General Motors Financial Company, Inc.
------------------------------


Original Message:
Sent: 05-22-2024 04:49
From: Angelo Cicchitto
Subject: Web Message, red X mark next to grey tinted message

Hi @James Terry the red X symbol may indicate some condition that prevents the outbound message from being accepted by the platform (it might happen occasionally due to special temporary conditions like rate limits reached): if it does happen more frequently, would recommend to investigate with Genesys Care.

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