LouisDAmbrosio | 2022-10-18 21:16:38 UTC | #1
Hello,
I am trying to tag an interaction for web messenger. The intention is that when a customer replies on the same thread, we want don't want them to face the same routing as the initial routing. For this we use Message.IsNewConversation. However, in the instance we want to differentiate the experience based on different scenarios, how can we go about it?
I want to differentiate replies received over the weekend and replies received on the weekdays closed hours. So, I am trying to "tag" the interaction, but it does not seem to pick up the tag when the interaction comes back into the flow.
I use the boolean Update data: Flow.ClosedHours = True And if the interaction comes back, I try to retrieve it using a decision: Flow.Outage == true, but it does not work.
Can someone help me with this?
Thank you, Louis
Terry_Sullivan | 2022-10-28 21:40:41 UTC | #2
You could look at using Custom Fields in External Contacts to persist the state information for the user.
LouisDAmbrosio | 2022-10-31 15:38:39 UTC | #3
@Terry_Sullivan We don't use collect customer details in Genesys. Is there another way to achieve that without the external contact?
Additionally, the goal is to create an experience not only based on if the customer has contacted us before, but also on when they have contacted us.
Terry_Sullivan | 2022-10-31 21:14:30 UTC | #4
I am not aware of another method for persisting conversation state in Web Messaging. One approach would be to create a small repository where you use the Ephemeral Contact ID as a key to store the state information for the user. The Ephemeral ID is created using a cookie identifier, so it is store locally on the users machine and does not require any PII data as it is automatically created. The id will be the same each time the user replies on the thread as long as they do not clear their browsing data. So, at the beginning of your inbound message flow, you can use the Message.ContactId variable to retrieve the context or create a new record if the Id doesn't already exist.
You can find more details about the Ephemeral Contact ID in our Single Customer View documentation.
LouisDAmbrosio | 2022-10-31 21:52:29 UTC | #5
I don't think that would fit our need. Example, if a customer reaches out during an outage, then comes back, we want to provide a different experience than another customer that would come back from a previous "normal" conversation. In this case, collecting the Ephemeral Contact ID does not seem to achieve the objective since that wouldn't tell us the customer reached out during an outage.
Terry_Sullivan | 2022-10-31 21:58:32 UTC | #6
The Ephemeral ID is simply used to identify the user for each interaction. You would need to store the information regarding their previous interaction using the ID as a key to identify them.
Angelo_Cicchitto | 2022-11-02 08:22:25 UTC | #7
Hello @LouisDAmbrosio I did some additional research on this: I believe the easiest way to solve this is to leverage Participant Data with combination of Set Participant Data action (you can check first example) and Get Participant Data action. Participant Data will persist across subsequent new visits, within the same conversation. Can you try this and let us know if it fits your needs?
system | 2022-12-02 08:22:36 UTC | #8
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