Genesys Cloud - Main

Hello,

One of our main lines of business has been asking for a web messaging setup, but the scope has changed a number of times so I'm trying to verify and answer a few things:

Firstly, on an overview call with a Genesys rep, we asked if it was possible to have our main page offer a bot that would prompt for certain LOBs and another one that would prompt for others on various different subsites and they said yes, however, while digging through documentation to try and answer my second question, I found this "Important! - You can have multiple active deployments; however, you can only have one active deployment per domain." This seems to say we can't have example.com offer one bot with a main menu style IVR, and then example.com/sales offer another with different selections - Can someone confirm which answer is correct, and if the rep we spoke with was wrong, how would we achieve offering different options based on the subsite visited, if possible?

Secondly, the current request is that after selecting options from the IVR and being placed into an ACD, some sort of autoresponse updates the customer after X seconds so they aren't just sitting there waiting for an agent. Multiple pieces of Genesys Cloud documentation mention "In-Queue Message flows" however I only have In-Queue Call flows, and I don't even see a way in the Inbound Message flow to set a supporting queue. How would we go about sending automated messages to the customer after they've gone through the bot menus and been sent to an ACD?

Thanks,
#DigitalChannels
#Routing (ACD/IVR)

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Duncan Maloch
Sonic.net
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In queue message flows is a beta feature, it's not GA yet.

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Melissa Bailey
Genesys - Employees
------------------------------

Ahh OK, thanks for that info, I've reached out to our rep to see if we can be added to that beta/get timing on it.

As for having different offerings depending on which page of our domain they're on, is that something you can speak to? As the rep who we initially spoke with confirmed we could do what we were trying to do, we've proceeded down that path up until now when I found the blurb I mentioned above, and that's going to really throw a wrench in the gears if true.

------------------------------
Duncan Maloch
Sonic.net
------------------------------

Original Message:
Sent: 03-07-2022 17:13
From: Melissa Bailey
Subject: Web Messaging setup questions

In queue message flows is a beta feature, it's not GA yet.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Hello Duncan.
Nothing prevents you from distributing different Deployment snippets across different pages or sub-domains. I think the alert refers more the Messenger's capability to restore existing conversations: this can happen only within the same deployment and same sub-domain.
Having said so, in your case you have two options:
1. On any given page you may send Custom Attributes (see example) when the conversation starts: these attributes can be used within your Inbound Message Flow to personalize routing and Bot experience.
2. You could also try to leverage Architect's Get Journey Session action, which gives you access to some of the web session attributes: for this to work, you need to enable Predictive Engagement in your Messenger Configuration, which may have pricing implications.
In both cases, you end up with additional attributes to leverage in your Architect Inbound Message Flow and Bot Flow, to select the right self-service experience.

------------------------------
Angelo Cicchitto
Genesys - Employees
------------------------------

Original Message:
Sent: 03-07-2022 17:23
From: Duncan Maloch
Subject: Web Messaging setup questions

Ahh OK, thanks for that info, I've reached out to our rep to see if we can be added to that beta/get timing on it.

As for having different offerings depending on which page of our domain they're on, is that something you can speak to? As the rep who we initially spoke with confirmed we could do what we were trying to do, we've proceeded down that path up until now when I found the blurb I mentioned above, and that's going to really throw a wrench in the gears if true.

------------------------------
Duncan Maloch
Sonic.net
------------------------------


Original Message:
Sent: 03-07-2022 17:13
From: Melissa Bailey
Subject: Web Messaging setup questions

In queue message flows is a beta feature, it's not GA yet.

------------------------------
Melissa Bailey
Genesys - Employees

Hey Angelo, thanks for the links and info.

I think the first option is out as these are presales folks and don't have any sort of entry in our CRM. The second option is something we're thinking about as part of the larger picture, so I'll keep that in mind.

That being said, I'm not sure I fully understand the implications of having two different deployments across different pages. Sorry to keep poking at this but I want to make sure I'm passing along good info. Can you review the following scenario and let me know where we'd see issues?

example.com/page1 - UniqueChat1 with its own menu/bot flow
example.com/page2 - UniqueChat2 with its own menu/bot flow

If a customer visits page1 and goes through the menu, chats with a rep, then comes back later to the same page, will they see the chat history from the past 72 hours? What about if they visit page2?

Thanks for all of your help!

------------------------------
Duncan Maloch
Sonic.net
------------------------------

Original Message:
Sent: 03-08-2022 05:06
From: Angelo Cicchitto
Subject: Web Messaging setup questions

Hello Duncan.
Nothing prevents you from distributing different Deployment snippets across different pages or sub-domains. I think the alert refers more the Messenger's capability to restore existing conversations: this can happen only within the same deployment and same sub-domain.
Having said so, in your case you have two options:
1. On any given page you may send Custom Attributes (see example) when the conversation starts: these attributes can be used within your Inbound Message Flow to personalize routing and Bot experience.
2. You could also try to leverage Architect's Get Journey Session action, which gives you access to some of the web session attributes: for this to work, you need to enable Predictive Engagement in your Messenger Configuration, which may have pricing implications.
In both cases, you end up with additional attributes to leverage in your Architect Inbound Message Flow and Bot Flow, to select the right self-service experience.

------------------------------
Angelo Cicchitto
Genesys - Employees
------------------------------


Original Message:
Sent: 03-07-2022 17:23
From: Duncan Maloch
Subject: Web Messaging setup questions

Ahh OK, thanks for that info, I've reached out to our rep to see if we can be added to that beta/get timing on it.

As for having different offerings depending on which page of our domain they're on, is that something you can speak to? As the rep who we initially spoke with confirmed we could do what we were trying to do, we've proceeded down that path up until now when I found the blurb I mentioned above, and that's going to really throw a wrench in the gears if true.

------------------------------
Duncan Maloch
Sonic.net


Original Message:
Sent: 03-07-2022 17:13
From: Melissa Bailey
Subject: Web Messaging setup questions

In queue message flows is a beta feature, it's not GA yet.

------------------------------
Melissa Bailey
Genesys - Employees

If you deploy the same snippet (or more precisely, the same deploymentID) on both page1 and page2, then the same conversation can resume on both pages.
Whether the conversation starts on page1 or page2 is something you can easily detect based on the two methods I described earlier. Both will work.

If you deploy different snippets (or deploymentIDs) across page1 vs. page2, then the conversation cannot resume across pages. In essence, the asynchronous conversation is attached to a particular deploymentID.

------------------------------
Angelo Cicchitto
Genesys - Employees
------------------------------

Original Message:
Sent: 03-08-2022 11:00
From: Duncan Maloch
Subject: Web Messaging setup questions

Hey Angelo, thanks for the links and info.

I think the first option is out as these are presales folks and don't have any sort of entry in our CRM. The second option is something we're thinking about as part of the larger picture, so I'll keep that in mind.

That being said, I'm not sure I fully understand the implications of having two different deployments across different pages. Sorry to keep poking at this but I want to make sure I'm passing along good info. Can you review the following scenario and let me know where we'd see issues?

example.com/page1 - UniqueChat1 with its own menu/bot flow
example.com/page2 - UniqueChat2 with its own menu/bot flow

If a customer visits page1 and goes through the menu, chats with a rep, then comes back later to the same page, will they see the chat history from the past 72 hours? What about if they visit page2?

Thanks for all of your help!

------------------------------
Duncan Maloch
Sonic.net
------------------------------


Original Message:
Sent: 03-08-2022 05:06
From: Angelo Cicchitto
Subject: Web Messaging setup questions

Hello Duncan.
Nothing prevents you from distributing different Deployment snippets across different pages or sub-domains. I think the alert refers more the Messenger's capability to restore existing conversations: this can happen only within the same deployment and same sub-domain.
Having said so, in your case you have two options:
1. On any given page you may send Custom Attributes (see example) when the conversation starts: these attributes can be used within your Inbound Message Flow to personalize routing and Bot experience.
2. You could also try to leverage Architect's Get Journey Session action, which gives you access to some of the web session attributes: for this to work, you need to enable Predictive Engagement in your Messenger Configuration, which may have pricing implications.
In both cases, you end up with additional attributes to leverage in your Architect Inbound Message Flow and Bot Flow, to select the right self-service experience.

------------------------------
Angelo Cicchitto
Genesys - Employees


Original Message:
Sent: 03-07-2022 17:23
From: Duncan Maloch
Subject: Web Messaging setup questions

Ahh OK, thanks for that info, I've reached out to our rep to see if we can be added to that beta/get timing on it.

As for having different offerings depending on which page of our domain they're on, is that something you can speak to? As the rep who we initially spoke with confirmed we could do what we were trying to do, we've proceeded down that path up until now when I found the blurb I mentioned above, and that's going to really throw a wrench in the gears if true.

------------------------------
Duncan Maloch
Sonic.net


Original Message:
Sent: 03-07-2022 17:13
From: Melissa Bailey
Subject: Web Messaging setup questions

In queue message flows is a beta feature, it's not GA yet.

------------------------------
Melissa Bailey
Genesys - Employees