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  • 1.  Web Messaging, canned response inquiry

    Posted 11-14-2023 08:49
    No replies, thread closed.

    Would anyone know what the exclamation point in red means? It appears that the customer is not receiving this message, and when hovered on the arrow, it said, 'Error on delivery'. Also confirmed that they haven't closed out of the chat either, and they are on a desktop computer (not mobile device).

     


    #DigitalChannels

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    Brett Gader
    Amica Mutual Insurance Co.
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  • 2.  RE: Web Messaging, canned response inquiry

    Posted 11-14-2023 08:57
    No replies, thread closed.

    For Web Messaging, that red triangle indicates that End-User's Messenger client has not received this outbound message yet: once the message is delivered to the client, the red triangle would disappear.

    For future we do plan to improve this experience for Agents.



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    Angelo Cicchitto
    Genesys - Employees
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  • 3.  RE: Web Messaging, canned response inquiry

    Posted 11-14-2023 09:02
    No replies, thread closed.

    Why haven't they recd the message yet? What would that be due to? Do they travel to another website and aren't on the page any longer where they are engaging with the chabot? If the customer hasn't seen the message does it give the appearance that our chatter is leaving the customer hanging? 



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    Brett Gader
    Amica Mutual Insurance Co.
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    Original Message


  • 4.  RE: Web Messaging, canned response inquiry

    Posted 11-14-2023 09:38
    No replies, thread closed.

    End-User might have closed the browser, or moved to a page where Messenger is not active, or network connectivity. It looks like even some desktop browsers may be throttling background tabs now, which could stop WSS connectivity.



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

    Original Message


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