Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  Set customer "nickname" in Web Messaging

    Posted 09-14-2022 19:03
    Good day,

    In Web Chat, we can ask the user for a nickname in a pre-chat survey and display that to our agents.  We would like to do the same thing using Web Messaging.  I have not been able to find any documentation on if this is possible and, if so, how.  Anyone else done this?
    Marty
    #DigitalChannels

    ------------------------------
    Marty Hand
    National Domestic Violence Hotline
    ------------------------------


  • 2.  RE: Set customer "nickname" in Web Messaging

    GENESYS
    Posted 09-15-2022 02:12
    Hi Marty,
    The equivalent functionality in Web Messaging would be to either:
    1. Capture the nickname via Flow/Bot and update External Contacts record via Architect, this way Agent UI will show it (some upcoming Beta functionality will make this easier), OR 
    2. Pass the nickname as a Custom Attributes via Messenger, and then retrieve it within Architect using "Get Participant Data" action to populate agent's Script panel.


    ------------------------------
    Angelo Cicchitto
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Set customer "nickname" in Web Messaging

    Posted 09-15-2022 13:11
    Thanks, Angelo.  I already have it passing to the Script panel but was hoping we weren't taking another step backwards by losing the ability to set this attribute to appear in the message panel.  Because we are an anonymous service, we don't use external contacts.

    ------------------------------
    Marty Hand
    National Domestic Violence Hotline
    ------------------------------

    Original Message


Need Help finding something?

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