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  • 1.  Web Messages waiting in queue

    Posted 02-07-2024 05:11
      |   view attached
    No replies, thread closed.

    We recently migrated to Web Messaging from Web Chat. 
    When a web message is waiting in the queue, the interaction does not get disconnected if the member closes the browser and walks away from the chat. It continues to remain in the queue until an agent answers the conversation. 
    When an agent picks up the interaction and tries to reply back, the agent sees a red triangle with an exclamation mark inside ( Error in Delivery). Below is the screenshot.
    Can the dropout of the member be detected when they close the browser and disconnect the interaction waiting in the queue automatically? 


    #DigitalChannels

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    Velmani Natarajan
    MVP Health Plan, Inc.
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  • 2.  RE: Web Messages waiting in queue

    Posted 02-07-2024 05:51
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    Hey @Velmani Natarajan,

    A bit of a shameless plug here, but this exact scenario, along with several others has been solved with an app I have developed for Genesys Cloud. 

    The main parts of this would help you are. 

    Automatic Customer Engagement

    Engage your customers the moment they arrive with ConvoWizzard's automatic tracking. By identifying incoming web messages, the system instantly surfaces the agent's name and sends a customisable welcome message. Say goodbye to "quiet parking" delays and set the stage for proactive and personalised conversations right from the outset.

    Intelligent Disconnects

    ConvoWizzard keeps agents accountable and enhances service rates by smartly tracking customer presence. If the customer departs, a tailored message is automatically dispatched, followed by an immediate web message disconnection, shifting the agent to ACW. The result? No more idle "quiet parking" and prompt availability for the next awaiting customer.

    Get in touch if this would be helpful :)



    ------------------------------
    Lawrence Drayton
    Prvidr Pty Ltd
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    Attachment(s)

    pdf
    ConvoWizzard Feature Showcase OL.pdf   845 KB 1 version


  • 3.  RE: Web Messages waiting in queue

    Posted 02-09-2024 08:39
    No replies, thread closed.

    Thank you so much for your quick response. Appreciate your help. 



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    Velmani Natarajan
    MVP Health Plan, Inc.
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    Original Message


  • 4.  RE: Web Messages waiting in queue
    Best Answer

    Posted 02-07-2024 12:40
    Edited by Cameron Tomlin 07-09-2024 13:34
    No replies, thread closed.

    Hi @Velmani Natarajan indeed async Web Messaging model is different from synchronous Web Chat: the idea is that Agents can still reply while End-Users are offline, so that next time End-Users is back online, they can read the messages from the Brand and eventually reply. Once End-Users are back online, that red alert would disappear from Agent's transcript (confirming message was delivered).

    Having said that, a couple of additional comments:

    • Trying to detect browser/tab closing is not very reliable.
    • We do offer a button in Messenger that allows End-User to explicitly "Clear" their conversation if they are done or simply want to remove conversation from a shared device: this would remove conversation from Queue. You can try to add customization on your website to execute the same "Clear" command based on business logic on the web page.
    • There is upcoming Idea to improve detection of "stale" conversations that might be interesting to follow > https://genesyscloud.ideas.aha.io/ideas/DIG-I-1056



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    Angelo Cicchitto
    Genesys - Employees
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  • 5.  RE: Web Messages waiting in queue

    Posted 02-09-2024 08:44
    No replies, thread closed.

    Hi Angelo,

    Thanks for the clarification. We understand the asynchronous nature of web messaging.  We will try to use "No Input Maximum Retries Exceeded Handling" setting to minimize the impacts as much as we can. 

    Once again, thank you so much for your quick responses. 



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    Velmani Natarajan
    MVP Health Plan, Inc.
    ------------------------------

    Original Message


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