Genesys Cloud CX

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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