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  • 1.  Web Messaging and Pre-Chat Registration Form

    Posted 07-12-2022 08:51
    No replies, thread closed.
    We're mid-migration to Genesys Cloud and need to decide whether to continue using Web Chat, like we do in PureConnect Cloud, or switch to Web Messaging. Our partner is pushing us to Web Messaging, saying that Web Chat will be going away, and we do like a couple of the features Web Messaging offers, but there's a lot we don't like. Has anyone else made the switch from Web Chat to Web Messaging that can maybe help me with some real-life answers?

    Genesys documentation says Pre-Chat Registration Form is not supported in Web Messaging. This is a big problem. We use the subject field on the form to route the chat to the correct queue, and the customer information to identify the customer in our CRM and pops the customer record to the agent. Is there a way around this? Could we create a pre-chat form using the Custom Attributes Feature? Or, could we use a bot to collect customer information without destroying the CX?
    #DigitalChannels
    #Connect with a Customer (NEW)
    #Reporting/Analytics
    #Routing(ACD/IVR)

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    Kristin Rappe
    Roche Diabetes Care, Inc.
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  • 2.  RE: Web Messaging and Pre-Chat Registration Form

    Posted 07-12-2022 17:32
    No replies, thread closed.
    I believe this is possible now. Though there is no out of the box Pre-Chat Registration Form.
    So you would need to create your own form then use the somewhat new plugin to attach custom attributes - Might pay to suggest an update on the documentation page that still says that.
    See here for details
    https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/pluginExamples#define-and-send-custom-attributes

    You can certainly also use a bot to capture the info instead, for something like capturing the queue etc that is fine. I don't believe bots have a secure way of authenticating the customer while in the bot, but you can send an authentication token to to the messenger app if the customer is already authenticated. 
    https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/authenticatedMessenger

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    Anton Vroon
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    Original Message


  • 3.  RE: Web Messaging and Pre-Chat Registration Form

    Posted 07-13-2022 14:35
    No replies, thread closed.
    Thanks, Anton! I appreciate the insight.

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    Kristin Rappe
    Roche Diabetes Care, Inc.
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    Original Message


  • 4.  RE: Web Messaging and Pre-Chat Registration Form

    Posted 07-14-2022 03:09
    No replies, thread closed.
    Hello Kristin,

    Indeed, we made a conscious decision to avoid static pre-chat forms, as this concept was more suited for legacy chat model (where each time visitor returns to website, that will start a new conversation). With Web Messaging, returning visitors can simply resume the ongoing conversation, where they have already been qualified previously.
    We are investing in a more conversation approach to visitor qualification, which is more flexible than static forms, and can also be more "context" aware (Bot can determine whether this visitor is new or existing customer, check customer profile, then prompt the proper qualification triage if any).
    We do have several customer that are using a Qualification Bot to capture visitor's details, I'd strongly recommend this path. We'll plan for publishing a blueprint at minimum, as this is are area of expansion over the next 12 months.

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    Angelo Cicchitto
    Genesys - Employees
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    Original Message


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