Genesys Cloud - Main

Hello,

I have some follow up questions, 1) Please describe what you mean by edit chats in real time? I don't understand what you mean or what you want to accomplish. 2) Digital Monitoring will allow the manager to watch and then send a message using a collaboration chat or teams to message the agent. https://help.mypurecloud.com/articles/monitor-in-progress-digital-interactions/   Digital Barge-In is roadmap https://genesyscloud.ideas.aha.io/ideas/DIG-I-1180   3) You can't via configuration send a message if no activity has been received on the customer end at x time, but you could possibly build an application to query active conversations to check when last message sent and then use the API to send a message on an existing conversation. 

Looks like your bot is asking for a slot, but your input is being rejected by your slot type formatting. You may need to use a custom regex instead of one of the existing premade slots. If you are using a custom slot type then I would switch it or add some additional ones formats.

Steve by  edit chats in real time i mean the agent having the ability to go back to a previous comment and edit that comment. I don't think it is possible in web messaging however it would be good to know.

Hello,

I have some follow up questions, 1) Please describe what you mean by edit chats in real time? I don't understand what you mean or what you want to accomplish. 2) Digital Monitoring will allow the manager to watch and then send a message using a collaboration chat or teams to message the agent. https://help.mypurecloud.com/articles/monitor-in-progress-digital-interactions/   Digital Barge-In is roadmap https://genesyscloud.ideas.aha.io/ideas/DIG-I-1180   3) You can't via configuration send a message if no activity has been received on the customer end at x time, but you could possibly build an application to query active conversations to check when last message sent and then use the API to send a message on an existing conversation. 

Looks like your bot is asking for a slot, but your input is being rejected by your slot type formatting. You may need to use a custom regex instead of one of the existing premade slots. If you are using a custom slot type then I would switch it or add some additional ones formats.

Steve by  edit chats in real time i mean the agent having the ability to go back to a previous comment and edit that comment. I don't think it is possible in web messaging however it would be good to know.

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Richard Craig
British Telecommunications PLC
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Original Message:
Sent: 06-12-2024 08:28
From: Steven Alix
Subject: Web Messaging

Hello,

I have some follow up questions, 1) Please describe what you mean by edit chats in real time? I don't understand what you mean or what you want to accomplish. 2) Digital Monitoring will allow the manager to watch and then send a message using a collaboration chat or teams to message the agent. https://help.mypurecloud.com/articles/monitor-in-progress-digital-interactions/   Digital Barge-In is roadmap https://genesyscloud.ideas.aha.io/ideas/DIG-I-1180   3) You can't via configuration send a message if no activity has been received on the customer end at x time, but you could possibly build an application to query active conversations to check when last message sent and then use the API to send a message on an existing conversation. 

Looks like your bot is asking for a slot, but your input is being rejected by your slot type formatting. You may need to use a custom regex instead of one of the existing premade slots. If you are using a custom slot type then I would switch it or add some additional ones formats.

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Steve Alix
EDCi