Genesys Cloud - Main

Hello - 

We are looking to use Genesys Web Messaging on our website and exploring all the possibilities of providing service to our membership (we are not a sales organization).  Our call center is not 24/7, so we would like to know all the options available such as 

• setting up our web messaging widget with limited availability - perhaps similar to our call center hours OR have it 24/7 with messaging to our members that a specialist will respond during our office hours.
  • I don't believe this can be done directly through configuration in the UI
• how are customers/users notified that someone has responded to their message/inquiry?
  • are there options to notify users?
• any best practices that people can share would be greatly appreciated.

Thanks

Hello Melissa, 

1. setting up our web messaging widget with limited availability - perhaps similar to our call center hours OR have it 24/7 with messaging to our members that a specialist will respond during our office hours.

• I have seen some orgs use queues and automated messages, for out of business hours, to clearly communicate office hours.

2. how are customers/users notified that someone has responded to their message/inquiry?

• I don't believe we have any native capabilities, but I believe they are on the product roadmap.   

Maybe the community can provide more insight. 

Cheers, 

Hi Melissa

For your first question about the web messenger widget availability - we were able to use a schedule check to mimic call center hours. I set up schedules, a schedule group, and a 'dummy' inbound call flow for web messaging. Admittedly I don't know all of the developer specifics of how this was configured but this page outlines the general process

https://developer.genesys.cloud/routing/architect/architect-schedules-guide#nodejs

As a fail safe, I did also build some messaging into the architect message flow to let the customer know it is outside office hours.

Thank you @Emily Kammerer , I will share this with my IT partners.  

We have schedule checks in our Messaging flows that will evaluate a schedule group, if the the schedule group is closed we display a message or we send to another queue.

In terms of notifying a user of a message, as @Cameron Tomlin mentioned there is no native way to do this. However you can use something similar to the below on your website to listen for received messages and flash a message in the browser tab.

let flashing = false;
let flashInterval;

function startFlashingTitle(message = '🔔 New Message!') {
    if (flashing) return;
    flashing = true;
    const originalTitle = document.title;

    flashInterval = setInterval(() => {
        document.title = (document.title === message) ? originalTitle : message;
        console.log(document.title)
    }, 1000);
}

function stopFlashingTitle() {
    flashing = false;
    clearInterval(flashInterval);
    document.title = 'Web Messaging Playground'; // Or store the original title
}

// Genesys Messaging Service listening for received message
Genesys("subscribe", "MessagingService.messagesReceived", function({ data }) {
    console.log("Message received:", data);

    //Flash if tab is not in focus
    if (document.hidden) {
        startFlashingTitle();
    }
});

// Stop flashing when user comes back
document.addEventListener('visibilitychange', () => {
    if (!document.hidden) {
        stopFlashingTitle();
    }
});

------------------------------
Savino Ricci
Technical Consultant
------------------------------

See this thread for playing a simple "ding" sound on outbound message.

Best practice: as Web Messaging is asynchronous, you can considering keep this always-on on your website, and to use Digital Bot Flows for simple self-service responses based on Knowledge Base out of office hours: this is easy to achieve via Architect Flows. 

Some other customers also use Predictive Engagement which allows for proactive offers based on Office Hours (Schedules) so you can hide Messenger by default, and show it during working hours with a proactive toast.

let flashing = false;let flashInterval;function startFlashingTitle(message = '🔔 New Message!') {    if (flashing) return;    flashing = true;    const originalTitle = document.title;    flashInterval = setInterval(() => {        document.title = (document.title === message) ? originalTitle : message;        console.log(document.title)    }, 1000);}function stopFlashingTitle() {    flashing = false;    clearInterval(flashInterval);    document.title = 'Web Messaging Playground'; // Or store the original title}// Genesys Messaging Service listening for received messageGenesys("subscribe", "MessagingService.messagesReceived", function({ data }) {    console.log("Message received:", data);    //Flash if tab is not in focus    if (document.hidden) {        startFlashingTitle();    }});// Stop flashing when user comes backdocument.addEventListener('visibilitychange', () => {    if (!document.hidden) {        stopFlashingTitle();    }});