Genesys Cloud - Main

Hello,

I am curious if having different bots and web messenger on the website would work.

For example, if we have a bot with no routing to queue, solely providing auto-answers to customers. If a customer interacts with the bot, and then wants to start a conversation on web messenger, how would that work?

Since the conversation window follows the customer, will the bot window follow the customer? and if so, how can the customer start a new one?

#Connect with a Customer (NEW)
#Implementation
#API/Integrations

Hi Louis,

In your example, I believe you just need a single Genesys Messenger deployed, which has a 1:1 relationship with a given Inbound Message Flow: you would move your logic to that Architect Flow, so that based on current context and visitor's decisions while navigating both website and Bot conversation, the flow can make informed decisions on whether to engage with a live agent or keep the experience as purely self-service. Hopefully that helps.

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Angelo Cicchitto
Genesys - Employees
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