Tbh I hadn't mucked much with the JSON yet, that did the trick with my design of not using a form pre-chat.
Inoria Inc.
Original Message:
Sent: 10-17-2023 09:14
From: Angelo Cicchitto
Subject: Changing participant name from 'Guest' (from web messaging)
Valid comment - see this Idea, now in Development: https://genesyscloud.ideas.aha.io/ideas/DXVBOTS-I-25
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Angelo Cicchitto
Genesys - Employees
Original Message:
Sent: 10-16-2023 17:00
From: Justin Weidmark
Subject: Changing participant name from 'Guest' (from web messaging)
Hi @Angelo Cicchitto,
It may just be me, or something with my dev org, but I am not sure this is a fully functioning solution.
In a digital bot flow as an example, we have no way to set participant data natively, so we must do this in the message flow. But in the message flow, we have no way to engage in a 2 way "Ask for" type tool that I can see to do this, we only have the Send Response which is a one way communication.
Of course we can work around this, but it seems a bit weird to have go to the extent of building a separate "Say your name" bot to capture the value, and then we have to capture the output slot and/or evaluate the intent returned to finally set the participant data. It's just a lot for something that could likely be done in one "wait for reply" tool and then just parse the response.
I could have sworn in the message flows before the new version was pushed out that there was a native 2-way tool just like that which would wait for a reply before continuing or timeout, but maybe my memory is fuzzy there and I am having a massive brain fart.
Cheers,
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Justin Weidmark
Inoria Inc.
Original Message:
Sent: 10-10-2023 09:09
From: Angelo Cicchitto
Subject: Changing participant name from 'Guest' (from web messaging)
Hi Brian - for now you can refer to suggested solution I mentioned in previous post, based on Participant Data attributes rather than External Contacts: we've restored a legacy Agent UI feature for Web Chat, making it possible to update the customer name visible in Agent UI by updating Participant Data attribute named "name". This would work with our native Agent UI.
Note that if you use Embeddable Framework (for CRM integration), see comments in this Idea for further guidance.
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Angelo Cicchitto
Genesys - Employees
Original Message:
Sent: 10-10-2023 08:41
From: Brian Porter
Subject: Changing participant name from 'Guest' (from web messaging)
Any update on when this will be available for web messaging instead of web chat since web chat is being phased out?
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Brian Porter
Luxottica of America Inc.
Original Message:
Sent: 05-31-2023 09:15
From: Angelo Cicchitto
Subject: Changing participant name from 'Guest' (from web messaging)
Unfortunately we don't have a blueprint for this, it's a fair ask: we are planning to make this process a lot easier, including updates to External Contacts.
For the interim, we've restored a legacy Agent UI feature for Web Chat, making it possible to update the customer name visible in Agent UI by updating Participant Data attribute named "name".
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Angelo Cicchitto
Genesys - Employees
Original Message:
Sent: 05-30-2023 16:13
From: Dewald Smit
Subject: Changing participant name from 'Guest' (from web messaging)
HI Angelo, is there a deployment guide or blueprint to do this?
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Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd
Original Message:
Sent: 06-29-2022 04:42
From: Angelo Cicchitto
Subject: Changing participant name from 'Guest' (from web messaging)
Hello Jeff,
Indeed, once you collect the customer data, you will need to update External Contacts in order to update the card in agent UI. With upcoming Identity Resolution improvements (now in Beta), this operation will be as easy as updating an existing contact with appropriate customer attributes captured by the Bot.
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Angelo Cicchitto
Genesys - Employees
Original Message:
Sent: 06-28-2022 20:05
From: Jeff Hoogkamer
Subject: Changing participant name from 'Guest' (from web messaging)
Hi All,
Just wondering if I'm missing something - how can I change the external participant name from showing 'Guest' when receiving a message through Web Messaging?
We're trialling using a bot to capture the person's name before routing the message and have captured that data in a slot and returning as a variable into Architect.
However there doesn't appear to be a way to add/update the name of the external participant from the Architect flow from 'Guest' using any of the built in tools, nor via any API's using a Data Action.
(Note: we're not using or matching External Contacts at this stage, just want to show the name the person mentions without linking to a contact/profile).
It appears the best I can do is write the name to Participant Data and show in a script - but would prefer to update the participant name instead.
Appreciate if you know this is possible or not. Thanks in advance!
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
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Jeff
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