Genesys Cloud CX

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  • 1.  Web Messaging Schedule

    Posted 07-27-2022 10:40
    We currently use web chat and are in the early stages of exploring moving to web messaging. One feature I'm having difficulty finding information on is setting a schedule for web messaging. If it is outside of business hours, the preference is to not have the chat/message window offered to customers. How is this accomplished with web messaging? Is there a place to set a schedule/schedule group similar to the voice channel? I do understand that web messaging is asynchronous so a message could 'wait' for an agent the next day, but this is not desirable behavior.

    I found this post which mentions 'by business logic' but have not been able to discern where specifically this is set.

    https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=3b792f8e-c146-4ae1-a88a-efccae986e76&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4

    I found this in the ideas lab which suggests this isn't currently possible, but I'm hopeful there is another way to set the schedule.
    https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-32

    Thanks
    #ArchitectureandDesign
    #DigitalChannels
    #Routing(ACD/IVR)

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    Emily Kammerer
    Ascendium Education Solutions, Inc.
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  • 2.  RE: Web Messaging Schedule

    Posted 07-27-2022 10:57
    You have two choices.  First is a javascript that looks at the schedules in Genesys Cloud before offering the chat.  I don't like this approach because it limits self-help after hours.  The second approach is to start the chat and on escalation to the agent, check the schedule then.  That way, your customers can use self-help features such as an FAQ or a bot and when they try to reach an agent after hours, they can be presented with an option to send an SMS, leave a callback, or other ways to leave a message.  With Messaging, they can always leave at that point and come back the next morning to carry on at the same point.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Web Messaging Schedule

    Posted 08-03-2022 11:03
    We are just starting our chat journey and have web chat configured, but not in production yet. I know that web messaging is the next iteration, but we're baby steps in our journey. @Emily Kammerer I would be interested in hearing your journey so far and any lessons learned/ advice for anyone looking at the transition?
    I appreciate any insights

    Thanks so much


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    Monique
    System Administrator
    Messer LLC
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  • 4.  RE: Web Messaging Schedule

    Posted 08-03-2022 14:44
    Sounds like we're in pretty similar positions. I only have web messaging enabled on our of our INT sites right now, so we are pretty early in the game as well. In general, what I've noticed so far is that there seem to be more controls in the Genesys Cloud UI than there are with web messaging. The scheduling item I asked about in this post (thanks @Robert Wakefield-Carl for the reply!) is a key difference I didn't see explicitly see called out on the resource center in their "web chat vs web messaging" article. I also noticed that where web chat has the "Interaction Details" tab to present the agent with custom attributes, web messaging does not have anything analogous - yet. It sounds like a similar feature is in beta right now. That's about as far as I've gotten thus far, though. ​​

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    Emily Kammerer
    Ascendium Education Solutions, Inc.
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