Genesys Cloud - Main

Hi,

For Web Messenger, we have built a Custom Form where Customer can fill in the Data which will be posted as Custom Attributes to Genesys Cloud Web Messenger.

Now, when User Clicks on Start Chat, we are able to display the Web Messenger Window successfully.

Now, if User hits the "Disconnect Conversation" button on the right top of the Messenger Window, we would need the web form back (first image). How, we can capture this Close event from User and post it back to the UI portal. We tried to "Inspect Element" in browser, and realized that the iframe object which holds the Messenger Window is same when the Chat is in Minimized state or when the Chat is disconnect. In both cases, it goes to the same state:

Please suggest how we can capture the "Disconnect Conversation" so that we can hide the Web Messenger and bring the form back.

Hi Anwita - 

We are using the JS example below to subscribe to the Clear Conversation event and then resend two custom attributes in our training sandbox (IsAuthenticated and MessagingDeployment). 

I'm sure you could re-purpose this and wrap it around your form launch code snippet. By replacing the "Genesys("command","Database.set",{messaging:{customAttributes:{IsAuthenticated: false,MessagingDeployment:"Web Messaging Training"}}});" code with your code snippet, it will bne launched any time the button is used.

Example - 
=====================================

Genesys("subscribe", "MessagingService.conversationCleared", function(response) {
    var data = response.data;
    console.log(data);

    Genesys("command","Database.set",{messaging:{customAttributes:{IsAuthenticated: false,MessagingDeployment:"Web Messaging Training"}}});
});

Hi,

For Web Messenger, we have built a Custom Form where Customer can fill in the Data which will be posted as Custom Attributes to Genesys Cloud Web Messenger.

Now, when User Clicks on Start Chat, we are able to display the Web Messenger Window successfully.

Now, if User hits the "Disconnect Conversation" button on the right top of the Messenger Window, we would need the web form back (first image). How, we can capture this Close event from User and post it back to the UI portal. We tried to "Inspect Element" in browser, and realized that the iframe object which holds the Messenger Window is same when the Chat is in Minimized state or when the Chat is disconnect. In both cases, it goes to the same state:

Please suggest how we can capture the "Disconnect Conversation" so that we can hide the Web Messenger and bring the form back.

Hi Tony, curious why you need to resend the isAuthenticated flag, have you had problems with end-users starting a new conversation after clearing a previous one?

Hi Anwita - 

We are using the JS example below to subscribe to the Clear Conversation event and then resend two custom attributes in our training sandbox (IsAuthenticated and MessagingDeployment). 

I'm sure you could re-purpose this and wrap it around your form launch code snippet. By replacing the "Genesys("command","Database.set",{messaging:{customAttributes:{IsAuthenticated: false,MessagingDeployment:"Web Messaging Training"}}});" code with your code snippet, it will bne launched any time the button is used.

Example - 
=====================================

Genesys("subscribe", "MessagingService.conversationCleared", function(response) {
    var data = response.data;
    console.log(data);

    Genesys("command","Database.set",{messaging:{customAttributes:{IsAuthenticated: false,MessagingDeployment:"Web Messaging Training"}}});
});

Hi,

For Web Messenger, we have built a Custom Form where Customer can fill in the Data which will be posted as Custom Attributes to Genesys Cloud Web Messenger.

Now, when User Clicks on Start Chat, we are able to display the Web Messenger Window successfully.

Now, if User hits the "Disconnect Conversation" button on the right top of the Messenger Window, we would need the web form back (first image). How, we can capture this Close event from User and post it back to the UI portal. We tried to "Inspect Element" in browser, and realized that the iframe object which holds the Messenger Window is same when the Chat is in Minimized state or when the Chat is disconnect. In both cases, it goes to the same state:

Please suggest how we can capture the "Disconnect Conversation" so that we can hide the Web Messenger and bring the form back.

Hi Anwita - 

We are using the JS example below to subscribe to the Clear Conversation event and then resend two custom attributes in our training sandbox (IsAuthenticated and MessagingDeployment). 

I'm sure you could re-purpose this and wrap it around your form launch code snippet. By replacing the "Genesys("command","Database.set",{messaging:{customAttributes:{IsAuthenticated: false,MessagingDeployment:"Web Messaging Training"}}});" code with your code snippet, it will bne launched any time the button is used.

Example - 
=====================================

Genesys("subscribe", "MessagingService.conversationCleared", function(response) {
    var data = response.data;
    console.log(data);

    Genesys("command","Database.set",{messaging:{customAttributes:{IsAuthenticated: false,MessagingDeployment:"Web Messaging Training"}}});
});

Hi,

For Web Messenger, we have built a Custom Form where Customer can fill in the Data which will be posted as Custom Attributes to Genesys Cloud Web Messenger.

Now, when User Clicks on Start Chat, we are able to display the Web Messenger Window successfully.

Now, if User hits the "Disconnect Conversation" button on the right top of the Messenger Window, we would need the web form back (first image). How, we can capture this Close event from User and post it back to the UI portal. We tried to "Inspect Element" in browser, and realized that the iframe object which holds the Messenger Window is same when the Chat is in Minimized state or when the Chat is disconnect. In both cases, it goes to the same state:

Please suggest how we can capture the "Disconnect Conversation" so that we can hide the Web Messenger and bring the form back.

Thanks Tony for the suggestion. We are able to capture the clear conversation event successfully and bringing out form back. Below are few snippets we are using:

Genesys("subscribe", "MessagingService.conversationCleared", function(response) 
    {
      var data = response.data;
      console.log(data.class);
      document.getElementById("myForm").style.display = "block";
      document.getElementsByName("genesysMessengerLauncherFrame")[0].style.display="none";
    });

However, we observed that if we Close the browser without clearing the conversation, then the Web Messenger window reappears automatically with all the last chat on re-opening the browser. Is there a way to prevent that, so that anytime a browser is closed, the Web Messenger will not come up on reopening the browser?

------------------------------
Anwita Acharya
Cognizant Technology Solutions India Private Limited

Original Message:
Sent: 10-25-2023 17:42
From: Tony Freestone
Subject: Capture Web Messenger Clear Conversation event when User clicks the delete button

Hi Anwita - 

We are using the JS example below to subscribe to the Clear Conversation event and then resend two custom attributes in our training sandbox (IsAuthenticated and MessagingDeployment). 

I'm sure you could re-purpose this and wrap it around your form launch code snippet. By replacing the "Genesys("command","Database.set",{messaging:{customAttributes:{IsAuthenticated: false,MessagingDeployment:"Web Messaging Training"}}});" code with your code snippet, it will bne launched any time the button is used.

Example - 
=====================================

Genesys("subscribe", "MessagingService.conversationCleared", function(response) {
    var data = response.data;
    console.log(data);

    Genesys("command","Database.set",{messaging:{customAttributes:{IsAuthenticated: false,MessagingDeployment:"Web Messaging Training"}}});
});

------------------------------
Tony Freestone
Providence Health & Services

Original Message:
Sent: 10-25-2023 15:19
From: Anwita Acharya
Subject: Capture Web Messenger Clear Conversation event when User clicks the delete button

Hi,

For Web Messenger, we have built a Custom Form where Customer can fill in the Data which will be posted as Custom Attributes to Genesys Cloud Web Messenger.

Now, when User Clicks on Start Chat, we are able to display the Web Messenger Window successfully.

Now, if User hits the "Disconnect Conversation" button on the right top of the Messenger Window, we would need the web form back (first image). How, we can capture this Close event from User and post it back to the UI portal. We tried to "Inspect Element" in browser, and realized that the iframe object which holds the Messenger Window is same when the Chat is in Minimized state or when the Chat is disconnect. In both cases, it goes to the same state:

Please suggest how we can capture the "Disconnect Conversation" so that we can hide the Web Messenger and bring the form back.

#DigitalChannels

------------------------------
Anwita Acharya
------------------------------

Hi Anwita - 

The only way I can think of to eliminate that with the current state would be to disable the threading timeline for web messaging. I haven't tested it though.

------------------------------
Tony Freestone
Providence Health & Services

Original Message:
Sent: 10-26-2023 15:31
From: Anwita Acharya
Subject: Capture Web Messenger Clear Conversation event when User clicks the delete button

Thanks Tony for the suggestion. We are able to capture the clear conversation event successfully and bringing out form back. Below are few snippets we are using:

Genesys("subscribe", "MessagingService.conversationCleared", function(response) 
    {
      var data = response.data;
      console.log(data.class);
      document.getElementById("myForm").style.display = "block";
      document.getElementsByName("genesysMessengerLauncherFrame")[0].style.display="none";
    });

However, we observed that if we Close the browser without clearing the conversation, then the Web Messenger window reappears automatically with all the last chat on re-opening the browser. Is there a way to prevent that, so that anytime a browser is closed, the Web Messenger will not come up on reopening the browser?

------------------------------
Anwita Acharya
Cognizant Technology Solutions India Private Limited

Original Message:
Sent: 10-25-2023 17:42
From: Tony Freestone
Subject: Capture Web Messenger Clear Conversation event when User clicks the delete button

Hi Anwita - 

We are using the JS example below to subscribe to the Clear Conversation event and then resend two custom attributes in our training sandbox (IsAuthenticated and MessagingDeployment). 

I'm sure you could re-purpose this and wrap it around your form launch code snippet. By replacing the "Genesys("command","Database.set",{messaging:{customAttributes:{IsAuthenticated: false,MessagingDeployment:"Web Messaging Training"}}});" code with your code snippet, it will bne launched any time the button is used.

Example - 
=====================================

Genesys("subscribe", "MessagingService.conversationCleared", function(response) {
    var data = response.data;
    console.log(data);

    Genesys("command","Database.set",{messaging:{customAttributes:{IsAuthenticated: false,MessagingDeployment:"Web Messaging Training"}}});
});

------------------------------
Tony Freestone
Providence Health & Services

Original Message:
Sent: 10-25-2023 15:19
From: Anwita Acharya
Subject: Capture Web Messenger Clear Conversation event when User clicks the delete button

Hi,

For Web Messenger, we have built a Custom Form where Customer can fill in the Data which will be posted as Custom Attributes to Genesys Cloud Web Messenger.

Now, when User Clicks on Start Chat, we are able to display the Web Messenger Window successfully.

Now, if User hits the "Disconnect Conversation" button on the right top of the Messenger Window, we would need the web form back (first image). How, we can capture this Close event from User and post it back to the UI portal. We tried to "Inspect Element" in browser, and realized that the iframe object which holds the Messenger Window is same when the Chat is in Minimized state or when the Chat is disconnect. In both cases, it goes to the same state:

Please suggest how we can capture the "Disconnect Conversation" so that we can hide the Web Messenger and bring the form back.

#DigitalChannels

------------------------------
Anwita Acharya
------------------------------