Genesys Cloud - Main

Is it possible to do the following with web messaging. 1) Edit texts on chats in real time  2) Real time intervention from a manager for the agent that could be struggling on a chat. 3) Go back to the customer if a response is taking longer than 2 minutes, with an automated response that says "we're still investigating your order". 

I am also getting the attached error from the bot i have built. I have built some slots but it doesn't appear to pass the slot even though i am entering the correct information.

Hello,

I have some follow up questions, 1) Please describe what you mean by edit chats in real time? I don't understand what you mean or what you want to accomplish. 2) Digital Monitoring will allow the manager to watch and then send a message using a collaboration chat or teams to message the agent. https://help.mypurecloud.com/articles/monitor-in-progress-digital-interactions/   Digital Barge-In is roadmap https://genesyscloud.ideas.aha.io/ideas/DIG-I-1180   3) You can't via configuration send a message if no activity has been received on the customer end at x time, but you could possibly build an application to query active conversations to check when last message sent and then use the API to send a message on an existing conversation. 

Looks like your bot is asking for a slot, but your input is being rejected by your slot type formatting. You may need to use a custom regex instead of one of the existing premade slots. If you are using a custom slot type then I would switch it or add some additional ones formats.

Is it possible to do the following with web messaging. 1) Edit texts on chats in real time  2) Real time intervention from a manager for the agent that could be struggling on a chat. 3) Go back to the customer if a response is taking longer than 2 minutes, with an automated response that says "we're still investigating your order". 

I am also getting the attached error from the bot i have built. I have built some slots but it doesn't appear to pass the slot even though i am entering the correct information.

Steve by  edit chats in real time i mean the agent having the ability to go back to a previous comment and edit that comment. I don't think it is possible in web messaging however it would be good to know.

Hello,

I have some follow up questions, 1) Please describe what you mean by edit chats in real time? I don't understand what you mean or what you want to accomplish. 2) Digital Monitoring will allow the manager to watch and then send a message using a collaboration chat or teams to message the agent. https://help.mypurecloud.com/articles/monitor-in-progress-digital-interactions/   Digital Barge-In is roadmap https://genesyscloud.ideas.aha.io/ideas/DIG-I-1180   3) You can't via configuration send a message if no activity has been received on the customer end at x time, but you could possibly build an application to query active conversations to check when last message sent and then use the API to send a message on an existing conversation. 

Looks like your bot is asking for a slot, but your input is being rejected by your slot type formatting. You may need to use a custom regex instead of one of the existing premade slots. If you are using a custom slot type then I would switch it or add some additional ones formats.

Is it possible to do the following with web messaging. 1) Edit texts on chats in real time  2) Real time intervention from a manager for the agent that could be struggling on a chat. 3) Go back to the customer if a response is taking longer than 2 minutes, with an automated response that says "we're still investigating your order". 

I am also getting the attached error from the bot i have built. I have built some slots but it doesn't appear to pass the slot even though i am entering the correct information.

Steve by  edit chats in real time i mean the agent having the ability to go back to a previous comment and edit that comment. I don't think it is possible in web messaging however it would be good to know.

------------------------------
Richard Craig
British Telecommunications PLC

Original Message:
Sent: 06-12-2024 08:28
From: Steven Alix
Subject: Web Messaging

Hello,

I have some follow up questions, 1) Please describe what you mean by edit chats in real time? I don't understand what you mean or what you want to accomplish. 2) Digital Monitoring will allow the manager to watch and then send a message using a collaboration chat or teams to message the agent. https://help.mypurecloud.com/articles/monitor-in-progress-digital-interactions/   Digital Barge-In is roadmap https://genesyscloud.ideas.aha.io/ideas/DIG-I-1180   3) You can't via configuration send a message if no activity has been received on the customer end at x time, but you could possibly build an application to query active conversations to check when last message sent and then use the API to send a message on an existing conversation. 

Looks like your bot is asking for a slot, but your input is being rejected by your slot type formatting. You may need to use a custom regex instead of one of the existing premade slots. If you are using a custom slot type then I would switch it or add some additional ones formats.

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 06-11-2024 08:57
From: Richard Craig
Subject: Web Messaging

Is it possible to do the following with web messaging. 1) Edit texts on chats in real time  2) Real time intervention from a manager for the agent that could be struggling on a chat. 3) Go back to the customer if a response is taking longer than 2 minutes, with an automated response that says "we're still investigating your order". 

I am also getting the attached error from the bot i have built. I have built some slots but it doesn't appear to pass the slot even though i am entering the correct information.

#ArchitectureandDesign

------------------------------
Richard Craig
British Telecommunications PLC
------------------------------