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What is the procedure for adding a customers name into a Web Message using Google Tag Manager?

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  • 1.  What is the procedure for adding a customers name into a Web Message using Google Tag Manager?

    Posted 11-09-2023 17:50
    Edited by Glen Tylee 11-09-2023 17:51
    No replies, thread closed.

    We have moved from Web Chat to Web Messenger on our Salesforce Lightning pages as well as visual force and Adobe Experience Manager via Google Tag Manager, and when a new message comes in, it reads 'No Name'. 


    In web chat, it read the customers name. 
    The customer would be logged in on our website. 

    How do we get the field with 'No name' to show the customers name? 
    I believe our salesforce contacts might need to be synced to Genesys Cloud first? 


    #DigitalChannels
    #Implementation
    #Integrations
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Glen Tylee
    Fonterra
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  • 2.  RE: What is the procedure for adding a customers name into a Web Message using Google Tag Manager?

    Posted 11-10-2023 02:45
    No replies, thread closed.

    Hi Glan - considering your use-case with "logged-in" users, you have two options:

    • Recommended: if your business has Authentication Service that supports OpenID Connect standard (this is not widely available among Auth providers), then we have native OIDC integration that will automatically detect your logged-in user's name and update Agent UI accordingly. You can start here: https://help.mypurecloud.com/articles/authenticated-web-messaging-overview/
    • If your business does not support OIDC, you can still capture the End-User's name from the page where Messenger starts, and pass it as Custom Attribute using Database plugin, also see this example, and this value will become accessible in your Inbound Message Flow as Participant Data. At this point, you have two more options:
      • Recommended: update customer's contact record via External Contacts APIs & Data Actions. Agent UI will automatically check if there's a contact record associated with this interaction, and show the corresponding name.
      • If your Custom Attribute or Participant Data is named with reserved name key, it will automatically show in Agent UI
      • In both cases, your GTM will need a Tag that uses the above Database plugin to pass the necessary Custom Attribute after Messenger has been initialized on the page (Messenger.ready event)

    Hope it helps!



    ------------------------------
    Angelo Cicchitto
    Genesys - Employees
    ------------------------------

    Original Message


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