Genesys DX (formerly Bold360)

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  • 1.  AI to Agent Chat History

    Posted 12-06-2022 13:31
    Hello. I have another setting that I have been tinkering with and may need to open a case, but wanted to check with the community first in case its something really silly I am missing...

    When an AI chat initiates, I see all chats in the Bot tab of the Agent portal. Once closed, I typically can see that chat history in the Closed tab, however for some departments the chat disappears completely and I no longer can find the chat on any tab. I am sure this must be something related to the API key, but I have attempted setting up a new department to test by copying all settings from an existing department (with desirable flow/behavior), but have not had success. 

    I have attached 2 example images  - one for our Police Department that shows how I want the chat history to work, and one from our Fire Department where the chat history disappears once the customer closes the bot chat. Also I have noticed that some chats carry over to the Closed tab with the Department in the column and some do not. Not sure if this is related but if I could get that department name in for all departments it would be great.

    Please let me know if I should open this to support. I appreciate any insight!

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    Nicole VanWie
    State of Arizona - City of Mesa
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  • 2.  RE: AI to Agent Chat History

    GENESYS
    Posted 12-06-2022 14:01
    Hey Nicole!

    Talking to some of the team, the best next step would be to open a ticket on this.

    Hunch is that it might be something in the routing rules settings, but they would be able to determine that.

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    Anthony Romero
    Genesys - Employees
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  • 3.  RE: AI to Agent Chat History

    Posted 12-06-2022 14:07
    Sounds good, I will do that. Thanks

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    Nicole VanWie
    State of Arizona - City of Mesa
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