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.
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Angelo Cicchitto
Genesys - Employees
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Original Message:
Sent: 07-01-2025 13:00
From: Savino Ricci
Subject: Web Messaging - How to customers get notified that an agent has responded to their inquiry
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 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(); }});
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Savino Ricci
Technical Consultant
Original Message:
Sent: 06-26-2025 12:19
From: Melissa Callender
Subject: Web Messaging - How to customers get notified that an agent has responded to their inquiry
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
#DigitalChannels
#Unsure/Other
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Melissa Callender
Senior Operations Specialist
Ontario Teachers Pension Plan
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