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  • 1.  Web Messenger vs Web chat

    Posted 10-04-2022 16:23
    I see that Genesys encourages customers to use the web messaging vs the web chat and we have in fact set it up that way.   However we are not thrilled with how  it is displayed to the customer on the page ( just a small icon).   Is there a way to further customize the look and behavior of the icon on the web page?  Ex. make it larger, Open the chat after some time spent on the page, make the icon wiggle or move?  Our customers are not using it and our marketing  team believes it is because it is not prominent enough

    Kristen Stone
    Keyword Connects

  • 2.  RE: Web Messenger vs Web chat

    Posted 10-05-2022 04:14
    Hi Kristen - fair points.

    That launcher button can be disabled via centralized Messenger Configuration, and that was meant to allow customers to use their own customized UI element (see screenshot below). It is also possible to trigger a proactive message that appears as a snack-bar just above the launcher icon, that is possible with "Hide until triggered by business logic" where business logic can be originating from Action Maps built within our Predictive Engagement function.

    Having said that, I do agree we need to make that UI customization and logic much easier to configured, and baked-in to the product.
    We have few improvements planned, like this one:

    Angelo Cicchitto
    Genesys - Employees

  • 3.  RE: Web Messenger vs Web chat

    Posted 08-22-2023 04:55

    @Angelo Cicchitto We have a requirement from the customer to chat pop-up after some time. I have tried the above steps using the Predictive Engagement function it works. But if the customer rejects the chat offer, what is the minimum duration for the next chat offer to pop up? Note: "Ignore Action Settings for this engagement" has been set to yes in the action map. Is the timer configurable?


  • 4.  RE: Web Messenger vs Web chat

    Posted 08-17-2023 04:49

    Hi Kristen
    Have an app called TrueEngage on AppFoundry.  Apart from chat it also can provide webcall, callback request and messenger.  The whole idea of TrueEngage is that business users from sales / marketing can build multiple widgets (single or multichannel), create look and feel, set Targeting based on URL/visitor source / device etc.  and then use set time on page, scroll down %, exit intent as triggers for widget behaviour: button appears, heads up appears, widget opens etc...
    Happy to Demo the product  or it probably takes around 15 minutes to set it app from AppFoundry free trial. 

    Aleksander Wiercinski
    Live Engage Sp. z o.o.

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