Genesys Cloud - Main

 View Only
Discussion Thread View

  • 1.  Chatbot identify url/page customer is on?

    Posted 13 days ago

    Is there any way for the chatbot to identify what page of the site the customer is on when they access the chat bot and/or connect to an agent via the chat bot? 


    #ConversationalAI(Bots,AgentAssist,etc.)

    ------------------------------
    Robert Schwanke
    Springs Window Fashions LLC
    ------------------------------


  • 2.  RE: Chatbot identify url/page customer is on?

    Posted 11 days ago

    We can see the page the customer started the chat on through the customer journey tab when on the chat and also through the same tab when the chat has ended.

    We've also been able to report on the pages where a user initiates a chat from on the website as the information is available from API's.<u5:p></u5:p>



    ------------------------------
    Shauna Gibson
    Motability Operations
    ------------------------------

    Original Message


  • 3.  RE: Chatbot identify url/page customer is on?

    Posted 11 days ago

    Thanks for that Shauna - do you know if you use predictive engagement? While we have the customer journey tab and some data in it, nothing pertains to the page/url the customer was on. From what I can find from online documentation, it sounds like predictive engagement is used for that but not 100% certain.



    ------------------------------
    Robert Schwanke
    Springs Window Fashions LLC
    ------------------------------

    Original Message


  • 4.  RE: Chatbot identify url/page customer is on?

    Posted 11 days ago

    An alternative approach to Predictive Engagement is using the messenger sdk and passing in custom attributes, one of which would be the URL of the website they're on. This can then be used in the Bot flow to make a decision, or passed into the agent script. Or, both!

    https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/SDKCommandsEvents/databasePlugin



    ------------------------------
    Peter Stoltenberg
    TTEC Digital
    ------------------------------

    Original Message


  • 5.  RE: Chatbot identify url/page customer is on?

    Posted 8 days ago

    We don't have Predictive Engagement so this is what we do. We have 26 unique departments and in order to split out our chatbot engagement to show a breakdown of which customers are using the bot we include a custom attribute in the database set of the subdomain and it's associated department.

    Here is an example of you can see how we pass the var_url and how it shows in the detail tab of the interaction:



    ------------------------------
    Nicole VanWie
    State of Arizona - City of Mesa
    ------------------------------

    Original Message


  • 6.  RE: Chatbot identify url/page customer is on?

    Posted 9 days ago

    Hi Robert

    Yes, it's predictive engagement that we use!



    ------------------------------
    Shauna Gibson
    Motability Operations
    ------------------------------

    Original Message


  • 7.  RE: Chatbot identify url/page customer is on?

    Posted 8 days ago

    Hi Robert,

    We did this at the top of our Inbound Message Flow in 2 steps. 

    We first call the "Get Journey Session" action. In there, our journey session id is set to "Message.JourneyContext.customerSession.id", and then our Journey Session Result data is saved in to a variable we called it "Flow.JourneyInfo".

    In the next action we set our participant data to capture the last URL and the value we assign is "Flow.JourneyInfo.lastPage.url".

    I think that should give you access to the last URL of the page the customer was on before they triggered the chat/web message.



    ------------------------------
    Marian OConnell
    GEMA Consulting Ireland Limited
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources