1) Is the expiration timer duration on the co-browse invitation configurable?
- This is not configurable at this time. I'd be interested to hear why more/less time might be beneficial for you!
2) Is the messenger widget being embedded on a given page a pre-requisite to co-browsing? (If an agent clicks a link to a page that the messenger widget is NOT embedded on, will the co-browse session terminate upon clicking this link).
- Correct. The Messenger snippet is how Co-browse resources are deployed. If the end-customer navigates to a page without the snippet, then the Co-browse session will be dropped.
3) If a chat is transferred during an active co-browse session - will the co-browse session be automatically inherited by the target agent being transferred to? Or will it terminate the session upon transfer requiring the target agent to start a new one?
- During an active Co-browse session (for Web Messaging and upcoming Voice), Transfer will not be allowed. The session must be ended prior to the Transfer, and later restarted if needed.
4) Is there a formal elevation feature in Web Messenger where the agent (or customer) can promote the web message interaction to a phone call or email?
- Not yet, but this idea of channel pivoting is something we are currently discussing internally. I'd be interested to hear which use cases would be most beneficial to you.
5) Is it possible to "warm transfer" the message to or consult / "conference in" another chat queue or agent while on a web message?
- Not currently supported, though we are monitoring demand for this feature. I recommend voting if you haven't already! Idea link
6) Is there a way to initiate allowing the customer to leave a voicemail message, by collecting their number in chat and automatically calling them back to leave the VM. (For example, this option would be given during long chat wait times).
- We have something similar to this in the design phase now (Idea link).
7) Similar to the VM question, can we use messenger bots to allow a customer to submit an email message via the messenger interface that we then queue to a Genesys email queue or route to some other predefined email address?
- Nothing at this time. This will likely be addressed as part of channel pivoting/switching. For now, any time the customer sends a message in Messenger, they are generating a web messaging interaction.
Thanks for the questions! Hope this helps.
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Chad Hansen
Product Manager
Genesys - Employees
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Original Message:
Sent: 03-02-2023 13:58
From: Michael Rana
Subject: Web Messenger Questions - AMA
1) Is the expiration timer duration on the co-browse invitation configurable?
2) Is the messenger widget being embedded on a given page a pre-requisite to co-browsing? (If an agent clicks a link to a page that the messenger widget is NOT embedded on, will the co-browse session terminate upon clicking this link).
3) If a chat is transferred during an active co-browse session - will the co-browse session be automatically inherited by the target agent being transferred to? Or will it terminate the session upon transfer requiring the target agent to start a new one?
4) Is there a formal elevation feature in Web Messenger where the agent (or customer) can promote the web message interaction to a phone call or email?
5) Is it possible to "warm transfer" the message to or consult / "conference in" another chat queue or agent while on a web message?
6) Is there a way to initiate allowing the customer to leave a voicemail message, by collecting their number in chat and automatically calling them back to leave the VM. (For example, this option would be given during long chat wait times).
7) Similar to the VM question, can we use messenger bots to allow a customer to submit an email message via the messenger interface that we then queue to a Genesys email queue or route to some other predefined email address?
#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#PlatformAdministration
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Michael Rana
Capital District Physicians Health Plan, Inc.
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