Genesys Cloud - Main

Hello all,
I hope everyone is doing well.

We are trying to build an IVR for web messaging. We want to gather the sender's information (name, email, and phone) to store it as an external contact then link that contact to the conversationId. We want to design something like this:

Sender: "Hello, I need assistance with my account."
Automatic response: "Thank you for contacting X. In order to help you better, please enter your email address"
Sender: "customer@client.com"
Automatic response: "Thank you!"

We already configured the data action to associate conversationId to the externalContact, we just need to search our customer external contact list and if we do not find the matching email, we create a new external contact to link with the conversationId.

Any help would be appreciated!

Thank you,
Dianne
#ArchitectureandDesign
#Unsure/Other

Dianne,

You should look at using a Genesys Bot Flow to have a bot front-end that conversation and collect the fields that you want.  Once the bot is done then it can end and the conversation can be transferred to an agent to be handled.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------

Original Message:
Sent: 03-15-2022 10:38
From: Dianne Gabriel
Subject: Web Messaging IVR - Gather sender's info

Hello all,
I hope everyone is doing well.

We are trying to build an IVR for web messaging. We want to gather the sender's information (name, email, and phone) to store it as an external contact then link that contact to the conversationId. We want to design something like this:

Sender: "Hello, I need assistance with my account."
Automatic response: "Thank you for contacting X. In order to help you better, please enter your email address"
Sender: "customer@client.com"
Automatic response: "Thank you!"

We already configured the data action to associate conversationId to the externalContact, we just need to search our customer external contact list and if we do not find the matching email, we create a new external contact to link with the conversationId.

Any help would be appreciated!

Thank you,
Dianne
#ArchitectureandDesign
#Unsure/Other

Hello Jim,

Thank you for your response! Would you happen to know if we can build a form that gathers their information (name, email, phone) before the customer can type their message?

Please let me know.

Thank you!
Original Message:
Sent: 03-16-2022 11:16
From: Jim Crespino
Subject: Web Messaging IVR - Gather sender's info

Dianne,

You should look at using a Genesys Bot Flow to have a bot front-end that conversation and collect the fields that you want.  Once the bot is done then it can end and the conversation can be transferred to an agent to be handled.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

Original Message:
Sent: 03-15-2022 10:38
From: Dianne Gabriel
Subject: Web Messaging IVR - Gather sender's info

Hello all,
I hope everyone is doing well.

We are trying to build an IVR for web messaging. We want to gather the sender's information (name, email, and phone) to store it as an external contact then link that contact to the conversationId. We want to design something like this:

Sender: "Hello, I need assistance with my account."
Automatic response: "Thank you for contacting X. In order to help you better, please enter your email address"
Sender: "customer@client.com"
Automatic response: "Thank you!"

We already configured the data action to associate conversationId to the externalContact, we just need to search our customer external contact list and if we do not find the matching email, we create a new external contact to link with the conversationId.

Any help would be appreciated!

Thank you,
Dianne
#ArchitectureandDesign
#Unsure/Other

Unfortunately I do not believe that Web Messaging has the ability to have a pre-message form for the customer to fill out prior to chatting like Web Chat did.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------

Original Message:
Sent: 03-22-2022 11:09
From: Dianne Gabriel
Subject: Web Messaging IVR - Gather sender's info

Hello Jim,

Thank you for your response! Would you happen to know if we can build a form that gathers their information (name, email, phone) before the customer can type their message?

Please let me know.

Thank you!
Original Message:
Sent: 03-16-2022 11:16
From: Jim Crespino
Subject: Web Messaging IVR - Gather sender's info

Dianne,

You should look at using a Genesys Bot Flow to have a bot front-end that conversation and collect the fields that you want.  Once the bot is done then it can end and the conversation can be transferred to an agent to be handled.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

Original Message:
Sent: 03-15-2022 10:38
From: Dianne Gabriel
Subject: Web Messaging IVR - Gather sender's info

Hello all,
I hope everyone is doing well.

We are trying to build an IVR for web messaging. We want to gather the sender's information (name, email, and phone) to store it as an external contact then link that contact to the conversationId. We want to design something like this:

Sender: "Hello, I need assistance with my account."
Automatic response: "Thank you for contacting X. In order to help you better, please enter your email address"
Sender: "customer@client.com"
Automatic response: "Thank you!"

We already configured the data action to associate conversationId to the externalContact, we just need to search our customer external contact list and if we do not find the matching email, we create a new external contact to link with the conversationId.

Any help would be appreciated!

Thank you,
Dianne
#ArchitectureandDesign
#Unsure/Other

I would think you could build your own form in html, and then use the Messenger JavaScript SDK to control when the launcher button is displayed based on action in the form (button click) and pass data from that form to Genesys.

------------------------------
Krisinda Bleau
Avtex Solutions, LLC
------------------------------

Original Message:
Sent: 03-22-2022 11:09
From: Dianne Gabriel
Subject: Web Messaging IVR - Gather sender's info

Hello Jim,

Thank you for your response! Would you happen to know if we can build a form that gathers their information (name, email, phone) before the customer can type their message?

Please let me know.

Thank you!
Original Message:
Sent: 03-16-2022 11:16
From: Jim Crespino
Subject: Web Messaging IVR - Gather sender's info

Dianne,

You should look at using a Genesys Bot Flow to have a bot front-end that conversation and collect the fields that you want.  Once the bot is done then it can end and the conversation can be transferred to an agent to be handled.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

Original Message:
Sent: 03-15-2022 10:38
From: Dianne Gabriel
Subject: Web Messaging IVR - Gather sender's info

Hello all,
I hope everyone is doing well.

We are trying to build an IVR for web messaging. We want to gather the sender's information (name, email, and phone) to store it as an external contact then link that contact to the conversationId. We want to design something like this:

Sender: "Hello, I need assistance with my account."
Automatic response: "Thank you for contacting X. In order to help you better, please enter your email address"
Sender: "customer@client.com"
Automatic response: "Thank you!"

We already configured the data action to associate conversationId to the externalContact, we just need to search our customer external contact list and if we do not find the matching email, we create a new external contact to link with the conversationId.

Any help would be appreciated!

Thank you,
Dianne
#ArchitectureandDesign
#Unsure/Other

Kristinda offers a great idea...  to build your own HTML form to gather the required info before launching the web messaging session.  This would give you an experience much like our Web Chat functionality offered.

However, I would still recommend using Genesys Bot Flows to have a bot gather the required information when the web messaging session is launched.  By doing that there is no HTML code to write, host, and maintain, and your business users don't have to come to you to ask you to collect additional data in the future because all they have to do is just update the Genesys Bot Flow to request that additional data.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------

Original Message:
Sent: 03-23-2022 09:08
From: Krisinda Bleau
Subject: Web Messaging IVR - Gather sender's info

I would think you could build your own form in html, and then use the Messenger JavaScript SDK to control when the launcher button is displayed based on action in the form (button click) and pass data from that form to Genesys.

------------------------------
Krisinda Bleau
Avtex Solutions, LLC

Original Message:
Sent: 03-22-2022 11:09
From: Dianne Gabriel
Subject: Web Messaging IVR - Gather sender's info

Hello Jim,

Thank you for your response! Would you happen to know if we can build a form that gathers their information (name, email, phone) before the customer can type their message?

Please let me know.

Thank you!
Original Message:
Sent: 03-16-2022 11:16
From: Jim Crespino
Subject: Web Messaging IVR - Gather sender's info

Dianne,

You should look at using a Genesys Bot Flow to have a bot front-end that conversation and collect the fields that you want.  Once the bot is done then it can end and the conversation can be transferred to an agent to be handled.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

Original Message:
Sent: 03-15-2022 10:38
From: Dianne Gabriel
Subject: Web Messaging IVR - Gather sender's info

Hello all,
I hope everyone is doing well.

We are trying to build an IVR for web messaging. We want to gather the sender's information (name, email, and phone) to store it as an external contact then link that contact to the conversationId. We want to design something like this:

Sender: "Hello, I need assistance with my account."
Automatic response: "Thank you for contacting X. In order to help you better, please enter your email address"
Sender: "customer@client.com"
Automatic response: "Thank you!"

We already configured the data action to associate conversationId to the externalContact, we just need to search our customer external contact list and if we do not find the matching email, we create a new external contact to link with the conversationId.

Any help would be appreciated!

Thank you,
Dianne
#ArchitectureandDesign
#Unsure/Other