Robert_Cooper | 2022-04-07 05:17:59 UTC | #1
Hi team,
I am aware that for Web Messaging there is currently no feature to show the customer that the agent has disconnected in agent UI.
The problem case here is when an agent has completed assisting customer, ends interaction, and if the customer then sends a message saying "thanks" then that will be routed back into queue.
What I am thinking and require assistance with is potentially having a decision in the architect flow that evaluates last agent message. i.e if last agent message include verbatim "Thank you for your time today, Goodbye", then if the customer responds, it can advise the customer that the conversation has ended and if they wish to speak to an agent again to type "need help" then evaluate that to route back to queue.
I understand there is the ability for bots, although our client does not want to invest in bots at this time.
I am hoping I can achieve similar control via Architect. What would be the expression to check the last agent message in Architect? Or if this would need to be done via API call, what is the best way to check the last agent message?
Thank you,
Rob
Angelo_Cicchitto | 2022-04-07 15:35:52 UTC | #2
Hi Rob 👋
Firstly, we are planning a product improvement to align the Guest Session with the internal Threading Timeline, see this idea. Indeed, when the conversation restarts (and you can detect that via Architect built-in ` Message.IsNewConversation), you could easily intercept the _thank you_ follow-up message with a Bot, asking if the End-User wants to reconnect with an agent (or disconnect otherwise). Another approach via Architect/Data-Actions would be to query /api/v2/conversations` and find the last wrap-up code (which should give good indication of how conversation ended): but even in that case, I feel you should give End-Users proper feedback and expect them to decide whether they want to continue or not, which still requires a Bot.
Robert_Cooper | 2022-04-21 06:00:38 UTC | #3
Hi Angelo,
My apologies for the delayed response.
Thank you for your detailed response. We do not have bots in scope at the moment for this project.
I have run into a similar scenario:
- Genesys web messaging does not seem to have the concept of abandoned, as the customer does not directly disconnect.
- if the customer is on queue for 20 mins and is fed up and leaves, the interaction could still be routed to an agent 30 mins later, but the customer would not be there, i.e a ghost chat/message.
- to cater for this, I want to evaluate if the customer is still there after a certain amount of time.
after 5 mins, send response " sorry we are busy at the moment, if you still require assistance please type "help", if there is no response, after a minute disconnect the interaction. I have tried to do this via the inbuilt architect message.message.body, although this only ever returns the first message that initiated the conversation.
- is there an inbuilt way we can check the last customers response and route accordingly in the in-queue flow?
Thank you,
Rob
system | 2022-05-21 06:01:18 UTC | #4
This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 14209