Duncan, I agree! We need the option to enable an idle time for Web Messaging in Genesys Cloud. We have that option today in Web Chat in Pure Connect, as well as the ability to choose the length of time before the timeout occurs. We can also customize the timeout message, which is very important. In PureConnect Web Chat, we also have the ability to set a Grace Period timer and can customize the warning message, prior to the Timeout actually ending the current interaction.
With today's technical capabilities - including journey mapping, CRM integrations, and conversation threading - I can't believe it's difficult to recognize a returning web message customer, determine whether the current contact is about a new or continued topic and attempt to route the customer back to the same agent first. And if the original agent is not availble, to the next best-skilled available agent. We do something similar already using Attendant flows for calls and our CRM integration. Why is that techincal execution such a stretch for Web Messaging? Our business process requires it. Others' may not. I understand where someone might not want to work the way we do, but I don't understand why Genesys wouldn't give customers the option. Especially when it was available in a previous version that is being sunsetted.
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Kristin Rappe
Roche Diabetes Care, Inc.
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Original Message:
Sent: 07-18-2022 12:33
From: Duncan Maloch
Subject: Web Messaging and Interaction Unresponsiveness/Inactivity Timeout
This is a much-needed feature. Obviously, no agent is going to be sitting there for 72 hours waiting for a customer to respond, so at some point the decision has to be made to end the conversation. Leaving this up to the agent to decide when it's appropriate isn't just an abuse concern, but as Kristin points out, takes the agents focus away from the interaction to manually manage potentially multiple interactions and decide when they can free one up to take another, which can potentially also affect their KPIs.
I'm curious as to why Genesys tends to lean towards making these decisions at a global level for customers, rather than simply provide the option to enable or disable an idle timer and let orgs choose if they want to use it and if they do, what that time should be?
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Duncan Maloch
Sonic.net
Original Message:
Sent: 07-14-2022 02:57
From: Angelo Cicchitto
Subject: Web Messaging and Interaction Unresponsiveness/Inactivity Timeout
Hello Kristin,
Indeed, we don't have an inactivity timeout that would automatically wrap-up the conversation on Agent side: btw, this would apply to all our messaging channels, not limited to Web Messaging. We have an Idea posted to address this, would be great to see more votes: https://genesyscloud.ideas.aha.io/ideas/DIG-I-1056
The thinking behind current design is that Async conversations can last for long time (days/weeks), so it is Agent's responsibility to wait vs. disconnect from current conversation based on customer's responsiveness. The main difference form Agent's point of view, compared to Web Chat, is that even if conversation is disconnected, it can be resumed by customer next time they send a new message.
Are you concerned with mis-usage on Agent side?
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Angelo Cicchitto
Genesys - Employees
Original Message:
Sent: 07-12-2022 09:02
From: Kristin Rappe
Subject: Web Messaging and Interaction Unresponsiveness/Inactivity Timeout
We're mid-migration to Genesys Cloud and need to decide whether to continue using Web Chat, like we do in PureConnect Cloud, or switch to Web Messaging. Our partner is pushing us to Web Messaging, saying that Web Chat will be going away, and we do like a couple of the features Web Messaging offers, but there's a lot we don't like. Has anyone else made the switch from Web Chat to Web Messaging that can maybe help me with some real-life answers?
Genesys Documentation says that Interaction Unresponsiveness/Inactivity Timeout isn't supported in Web Messaging. I understand the concept of Web messaging is a bit different than Web Chat, but we're not exactly ready to embrace that concept fully. Our Chat agents also handle calls and emails, but only one interaction at a time, so we need the web message chats to timeout after a certain period of inactivity. Is it impossible to implement an interaction unresponsiveness/inactivity timeout in web messaging, that would send the agent to wrap-up or follow up?
#DigitalChannels
#ConnectwithaCustomer(NEW)
#Reporting/Analytics
#Routing(ACD/IVR)
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Kristin Rappe
Roche Diabetes Care, Inc.
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