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  • 1.  Web Messenger timer for inactivity

    Posted 09-07-2022 14:38
    No replies, thread closed.

    We have been putting all our efforts into Messenger and not Chat, but finding some shortcomings with messenger.  
    -  I think this is in the pipeline, but will there be ability to disconnect by customer.  
    -  If agent disconnects chat, can the customer be notified the agent left?  it sort of just hangs there now
    -  Is there ability to start a timer for inactivity. ...i.e. if customer hasn't responded in 2 minutes, send message "are you still there?"  if not disconnect after x number attempts.
    -  We noticed if customer closes out the web browser window they are using...the chat will still queue and show up to an agent (customer gone).

    any thoughts...especially number 3. 


    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels
    #Implementation
    #Roadmap/NewFeatures

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    Clayton Curtis
    Enova Online Services, Inc.
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  • 2.  RE: Web Messenger timer for inactivity

    Posted 09-07-2022 23:33
    No replies, thread closed.
    Yes, all these (or similar ideas), but you need to check the ideas site and vote up the ones that match.  Messaging is quickly evolving (not fast enough for some of us) and there are several issues like these at present, but I still promote messaging over chat with its 5 versions.  Here are some of the ideas, but there are many more.

    Web Messaging - Conversation Disconnect | Genesys Cloud Ideas Portal (aha.io)

    A Warning on the Messenger window when a | Genesys Cloud Ideas Portal (aha.io)

    Web Messaging - End-User can Disconnect / | Genesys Cloud Ideas Portal (aha.io)

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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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    Original Message


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