Cameron, while Microsoft does not directly support edits to SharePoint head configurations, there are methods documented that can be identified when asking Microsoft Copilot specific questions related to use case. For example, we want to deploy web messaging internally for support queues where agents can ask questions. It would be great if Genesys could provide a walk through blueprint on how to deploy web messenger in SharePoint as this is a specific use case that addresses the issues with the "Agent Assistance" feature which currently sends the message to all agents in an organization and does not allow for limiting the scope of support requests to appropriate user groups within the organization.
We want to be able to track and address these agent support requests using a queue so we can identify which agents are asking which questions with wrap up codes. This would allow us to target training when multiple agents are having the same support challenges or business process issues.
If anyone has any examples or walk throughs, we would be interested in reviewing them.
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James Starling
Member Service Center Quality Assurance Manager
Global Federal Credit Union
j.starling@globalcu.orgAnchorage, AK
United States
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Original Message:
Sent: 09-18-2024 11:23
From: Cameron Tomlin
Subject: Genesys Cloud Messenger Integration with sharepoint site
Hello Jarvish,
I don't believe this is possible. But all it is is taking the Web Messaging code snippet from your org and posting it into the <head> of the HTML. You can review this documentation for more details.
- Click Admin.
- Under Message, click Messenger Deployments.
- Navigate to the Messenger deployment that you want to deploy and click the name in the Deployment Name column.
- Under Deploy your snippet, click Copy to Clipboard to copy the snippet.
- Paste the snippet to the
<head> tag of all of your webpages. - To use the Deployment Key with your custom messaging client, configure it in your SDK.
But I have seen other customers struggling to get this working, specifically with Sharepoint. As its a Microsoft limitation.
Hope this helps!
Cheers,
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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 09-18-2024 09:41
From: Jarvish Kisanth Singh
Subject: Genesys Cloud Messenger Integration with sharepoint site
Hi All,
Does anyone have experience on integrating Genesys Cloud Messenger Integration with sharepoint site.
Kindly share your knowledge and experience.
Regards,
Jarvish Kisanth Singh
#DigitalChannels
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Jarvish Kisanth Singh
Voya Services Company
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