Genesys Engage on-premises

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  • 1.  Widgets: WebChat - injectMessage, working as intended?

    Posted 05-31-2022 02:03
    Hello,
    Question is about sending information to a chat transcript while chat is going on.

    We are using Genesys widgets in our customer chat implementation. There is a case where we need to send additional information from the webpage to the chat. This is earlier information that the customer has entered on the page and is can be so large that using UserData doesn't make sense. Therefore we would like to add that information to the actual chat discussion.

    Looking at the documentation there is a method WebChat:injectMessage that says that a custom message is added to the chat transcript. However, this only adds the message to the customer facing side in out case. It doesn't show up in WDE.

    Does this require some special settings or is the documentation just misleading?

    injectMessage

    Inject a custom message into the chat transcript. Useful for extending WebChat functionality with other Genesys products.


    Is there any other way to do this from the webpage?
    WebChatService has a method sendCustomNotice that could be usable, but we haven't tried that yet since injectMessage looks like the correct thing.
    WebChatService also has sendMessage, but the documentation says that it is for internal use only.

    Note: GMS Chat API v2 has SendMessage that could be used if all else fails, but that requires recreating the widget functionality since it is a separate interface.
    Regards,
    Eero Miettinen
    #Integrations

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    Eero Miettinen
    Tieto Finland Oy
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  • 2.  RE: Widgets: WebChat - injectMessage, working as intended?

    GENESYS
    Posted 06-13-2022 04:17

    Hi 👋
    Based on your description, you should really use the userData configuration attribute to pass any custom attribute you may want to capture from the page, while injectMessage is more about adding text messages to the transcript.



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    Angelo Cicchitto
    Genesys - Employees
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  • 3.  RE: Widgets: WebChat - injectMessage, working as intended?

    Posted 06-14-2022 02:00
    Hi,
    Thank you for your comments.

    Support verified that the term "transcript" in this case refers to the customer side of the discussion and injectMessage doesn't give us the results we need.

    I should have been more clear in my description. We actually need to insert Bot-transcript into the discussion and therefore userData doesn't really fit here.

    We could also use direct API, but would prefer widgets if possible. I got some additional potential tips from support that we are going to try. Let's see how it goes.
    Regards,
    Eero

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    Eero Miettinen
    Tieto Finland Oy
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