TimoV | 2021-03-26 15:33:47 UTC | #1
Is there plans to introduce option to configure Web Messaging deployment to be behaving like web chat, and not to resume/re-connect the session with previous interaction? Asking because Web Messaging widget side, with Admin UI is what customer expect to have for live chat deployments as well.
So when will we have one streamlined deployment set, allowing synchronous/asynchronous mode by configuration?
Angelo_Cicchitto | 2021-03-26 16:06:33 UTC | #2
Hi Timo! Can you give me a bit more details on the use-case you have in mind? There are many reasons and ways to possibly implement this, but before I comment further, want to collect your view on it, with the actual use-case you want to address. One of the core values of Web Messaging (as opposed to synchronous Chat) is that it enables both brands and end-users to continue conversations, without forcing end-users to stay in the queue, and having to start explaining context from scratch. What I'm trying to understand from your request is whether you see the "opt-out" from conversation as a benefit more for the end-user or for the brand (or both), and why.
Thanks!
TimoV | 2021-03-26 16:50:32 UTC | #3
The use case would be web chat for anonymous visitors. Yes, web messaging and connected conversations will be excellent feature for authenticated visitors, but for anonymous visitors, we see privacy issues.
We do have Widget Deployment option for "synchronous" chat, but matrix of different versions supporting different features does not always provide the best possible way of deploying the chat across the customer organizations, as you need to figure out the matrix of features needed and then use the deployment providing the best match.
It would be great if we would have one tool we could use to deploy unified user experience, no matter if you need co-browse, authentication, mobile support, and so on.
Angelo_Cicchitto | 2021-03-26 18:03:01 UTC | #4
The unified tool to configure everything will become the new Admin UI, we just released few days ago. Gradually we'll be adding more "Apps" and features into the Messenger Configuration, and all new investments will build upon Messenger. Back to the use-case, there are several sub-cases and scenarios:
- End-user wants to remain completely anonymous to the brand: every time they visit the website and start messaging, it should appear as new visit/conversation.
- End-user just wants to "opt-out" from conversation. Meaning, they are done, and don't want to send/receive further messages with the brand. After X days they might start a new conversation, which could be stitched to the previously terminated conversation, and Agent has visibility of both, as part of same history.
1 provides the highest level of privacy, but also disables journey context and interaction history.
2 is similar, and also includes user experience and preserves journey context and interaction history (as anonymous user).
We are still evaluating both options: do you see your needs closer to #1 or #2?
TimoV | 2021-03-26 18:49:08 UTC | #5
Angelo_Cicchitto, post:4, topic:10427
s the highest level of privacy, but also disables journey context and interaction history.
2 is similar, and also includes user experience and preserves journey context and interaction history (as anonymous user).
1 would be more us :)
This post was migrated from the old Developer Forum.
ref: 10427