Genesys Cloud - Main

Hello Team,

Could someone help me with the below requirement

Steps:
1. Authenticated End customer login to web portal with UN, PW
2. Open ID connect which will return 3 attributes by default consist of user's authentication status
3. Now assume the end customer initiated a chat session by clicking on the chat button
4. Widget session will be initiated based on the snippet code deployed, and assume along with default code generated by GC also include 2/3 custom attributes with key/value pairs
5. Is it possible for web portal team to send these custom attributes as soon as widget session initiated?
5.1. If possible then how can we capture these custom attributes in the web messaging call flow?
6. if not possible in step 5, how can custom attributes will be send from web portal and also how to capture in GC web message call flow?

Regards,
Srini


#ArchitectureandDesign
#DigitalChannels

------------------------------
Sri Nivas
Individual Only Contact Account
------------------------------

Hello Srini,
You've probably seen that with Authenticated Web Messaging we can automatically capture some predefined attributes via OIDC backend integration, and available in your Architect flow: potentially you can use the "addressDisplayable" (which is equivalent to the "sub" claim, the customer's unique identifier) and query your backend system to retrieve the necessary data.
Alternatively, you can also pass data from the customer's web page, as Custom Attributes, which can be retrieved as Participant Data in your Inbound Message Flow. See example here.
What are the additional 3 attributes you expect from OIDC? We are looking into making it easier to access customer's email address natively, but curious to know what other attributes are most relevant.

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

Original Message:
Sent: 07-25-2022 08:07
From: Sri Nivas
Subject: Web Messaging Custom Attributes

Hello Team,

Could someone help me with the below requirement

Steps:
1. Authenticated End customer login to web portal with UN, PW
2. Open ID connect which will return 3 attributes by default consist of user's authentication status
3. Now assume the end customer initiated a chat session by clicking on the chat button
4. Widget session will be initiated based on the snippet code deployed, and assume along with default code generated by GC also include 2/3 custom attributes with key/value pairs
5. Is it possible for web portal team to send these custom attributes as soon as widget session initiated?
5.1. If possible then how can we capture these custom attributes in the web messaging call flow?
6. if not possible in step 5, how can custom attributes will be send from web portal and also how to capture in GC web message call flow?

Regards,
Srini


#ArchitectureandDesign
#DigitalChannels

------------------------------
Sri Nivas
Individual Only Contact Account
------------------------------

Hello Angelo Cicchitto,

Many thanks for your quick response...
if possible Can you please share step by step procedure to follow on your comment "you can also pass data from the customer's web page, as Custom Attributes, which can be retrieved as Participant Data in your Inbound Message Flow"

Also, please where can I define custom key/value pairs in the snippet code, I mean is that between <script>web messaging snippet </script> after GC generated code?
if possible kindly share me some dummy code snippet to review and understand.

Regards,
Srini



------------------------------
Sri Nivas
Individual Only Contact Account
------------------------------

Original Message:
Sent: 07-25-2022 08:55
From: Angelo Cicchitto
Subject: Web Messaging Custom Attributes

Hello Srini,
You've probably seen that with Authenticated Web Messaging we can automatically capture some predefined attributes via OIDC backend integration, and available in your Architect flow: potentially you can use the "addressDisplayable" (which is equivalent to the "sub" claim, the customer's unique identifier) and query your backend system to retrieve the necessary data.
Alternatively, you can also pass data from the customer's web page, as Custom Attributes, which can be retrieved as Participant Data in your Inbound Message Flow. See example here.
What are the additional 3 attributes you expect from OIDC? We are looking into making it easier to access customer's email address natively, but curious to know what other attributes are most relevant.

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

Original Message:
Sent: 07-25-2022 08:07
From: Sri Nivas
Subject: Web Messaging Custom Attributes

Hello Team,

Could someone help me with the below requirement

Steps:
1. Authenticated End customer login to web portal with UN, PW
2. Open ID connect which will return 3 attributes by default consist of user's authentication status
3. Now assume the end customer initiated a chat session by clicking on the chat button
4. Widget session will be initiated based on the snippet code deployed, and assume along with default code generated by GC also include 2/3 custom attributes with key/value pairs
5. Is it possible for web portal team to send these custom attributes as soon as widget session initiated?
5.1. If possible then how can we capture these custom attributes in the web messaging call flow?
6. if not possible in step 5, how can custom attributes will be send from web portal and also how to capture in GC web message call flow?

Regards,
Srini


#ArchitectureandDesign
#DigitalChannels

------------------------------
Sri Nivas
Individual Only Contact Account
------------------------------

The required steps for you web page customization are provided in that example page, and in JavaScript Reference guide here.
The Genesys command for Database.set can be used anywhere on the page, after the initial deployment snippet.
On the Architect Flow type, you need to use the Get Participant Data Action to retrieve the key-value pair.

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

Original Message:
Sent: 07-25-2022 10:07
From: Sri Nivas
Subject: Web Messaging Custom Attributes

Hello Angelo Cicchitto,

Many thanks for your quick response...
if possible Can you please share step by step procedure to follow on your comment "you can also pass data from the customer's web page, as Custom Attributes, which can be retrieved as Participant Data in your Inbound Message Flow"

Also, please where can I define custom key/value pairs in the snippet code, I mean is that between <script>web messaging snippet </script> after GC generated code?
if possible kindly share me some dummy code snippet to review and understand.

Regards,
Srini



------------------------------
Sri Nivas
Individual Only Contact Account

Original Message:
Sent: 07-25-2022 08:55
From: Angelo Cicchitto
Subject: Web Messaging Custom Attributes

Hello Srini,
You've probably seen that with Authenticated Web Messaging we can automatically capture some predefined attributes via OIDC backend integration, and available in your Architect flow: potentially you can use the "addressDisplayable" (which is equivalent to the "sub" claim, the customer's unique identifier) and query your backend system to retrieve the necessary data.
Alternatively, you can also pass data from the customer's web page, as Custom Attributes, which can be retrieved as Participant Data in your Inbound Message Flow. See example here.
What are the additional 3 attributes you expect from OIDC? We are looking into making it easier to access customer's email address natively, but curious to know what other attributes are most relevant.

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

Original Message:
Sent: 07-25-2022 08:07
From: Sri Nivas
Subject: Web Messaging Custom Attributes

Hello Team,

Could someone help me with the below requirement

Steps:
1. Authenticated End customer login to web portal with UN, PW
2. Open ID connect which will return 3 attributes by default consist of user's authentication status
3. Now assume the end customer initiated a chat session by clicking on the chat button
4. Widget session will be initiated based on the snippet code deployed, and assume along with default code generated by GC also include 2/3 custom attributes with key/value pairs
5. Is it possible for web portal team to send these custom attributes as soon as widget session initiated?
5.1. If possible then how can we capture these custom attributes in the web messaging call flow?
6. if not possible in step 5, how can custom attributes will be send from web portal and also how to capture in GC web message call flow?

Regards,
Srini


#ArchitectureandDesign
#DigitalChannels

------------------------------
Sri Nivas
Individual Only Contact Account
------------------------------

Hi Angelo Cicchitto,

Many thanks for your assistance, can you please provide your inputs on below points?
Q1. GC provides 3 default Authenticated web messaging attributes, please refer Q2 where a, and b users are logged in to the web site where user a is authenticated, but user b is NOT authenticated. what could be 3 attributes responses in case of user b?
Q2. There are two scenarios:
        a- There is  an user who registered in some X web portal and can login using UN, and PW. This user is an Authenticated through Authentication server (ex.               ForgeRock/Okta). In this scenario web messaging call flow will be executed for sure.
        b- Another customer who also registered and login using UN, and PW. But the customer is not Authenticated through Authentication Server, in this              case will the web messaging Architect call flow will be executed for this user?

Note: Would need more clarification on point (b), whether Architect web messaging call flow will be triggered for the user b or not?

Regards, Srini

------------------------------
Sri Nivas
Individual Only Contact Account
------------------------------

Original Message:
Sent: 07-25-2022 10:31
From: Angelo Cicchitto
Subject: Web Messaging Custom Attributes

The required steps for you web page customization are provided in that example page, and in JavaScript Reference guide here.
The Genesys command for Database.set can be used anywhere on the page, after the initial deployment snippet.
On the Architect Flow type, you need to use the Get Participant Data Action to retrieve the key-value pair.

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

Original Message:
Sent: 07-25-2022 10:07
From: Sri Nivas
Subject: Web Messaging Custom Attributes

Hello Angelo Cicchitto,

Many thanks for your quick response...
if possible Can you please share step by step procedure to follow on your comment "you can also pass data from the customer's web page, as Custom Attributes, which can be retrieved as Participant Data in your Inbound Message Flow"

Also, please where can I define custom key/value pairs in the snippet code, I mean is that between <script>web messaging snippet </script> after GC generated code?
if possible kindly share me some dummy code snippet to review and understand.

Regards,
Srini



------------------------------
Sri Nivas
Individual Only Contact Account

Original Message:
Sent: 07-25-2022 08:55
From: Angelo Cicchitto
Subject: Web Messaging Custom Attributes

Hello Srini,
You've probably seen that with Authenticated Web Messaging we can automatically capture some predefined attributes via OIDC backend integration, and available in your Architect flow: potentially you can use the "addressDisplayable" (which is equivalent to the "sub" claim, the customer's unique identifier) and query your backend system to retrieve the necessary data.
Alternatively, you can also pass data from the customer's web page, as Custom Attributes, which can be retrieved as Participant Data in your Inbound Message Flow. See example here.
What are the additional 3 attributes you expect from OIDC? We are looking into making it easier to access customer's email address natively, but curious to know what other attributes are most relevant.

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

Original Message:
Sent: 07-25-2022 08:07
From: Sri Nivas
Subject: Web Messaging Custom Attributes

Hello Team,

Could someone help me with the below requirement

Steps:
1. Authenticated End customer login to web portal with UN, PW
2. Open ID connect which will return 3 attributes by default consist of user's authentication status
3. Now assume the end customer initiated a chat session by clicking on the chat button
4. Widget session will be initiated based on the snippet code deployed, and assume along with default code generated by GC also include 2/3 custom attributes with key/value pairs
5. Is it possible for web portal team to send these custom attributes as soon as widget session initiated?
5.1. If possible then how can we capture these custom attributes in the web messaging call flow?
6. if not possible in step 5, how can custom attributes will be send from web portal and also how to capture in GC web message call flow?

Regards,
Srini


#ArchitectureandDesign
#DigitalChannels

------------------------------
Sri Nivas
Individual Only Contact Account
------------------------------

Hello, I am interested in learning if a more information could be shared specific to Sri last response regarding web messaging behavior for both Authenticated and Unauthenticated on the same website using the same web messaging process.  

Thanks Christy

------------------------------
Christy McDaniel
Shaw Industries Group, Inc.
------------------------------

Original Message:
Sent: 07-25-2022 13:18
From: Sri Nivas
Subject: Web Messaging Custom Attributes

Hi Angelo Cicchitto,

Many thanks for your assistance, can you please provide your inputs on below points?
Q1. GC provides 3 default Authenticated web messaging attributes, please refer Q2 where a, and b users are logged in to the web site where user a is authenticated, but user b is NOT authenticated. what could be 3 attributes responses in case of user b?
Q2. There are two scenarios:
        a- There is  an user who registered in some X web portal and can login using UN, and PW. This user is an Authenticated through Authentication server (ex.               ForgeRock/Okta). In this scenario web messaging call flow will be executed for sure.
        b- Another customer who also registered and login using UN, and PW. But the customer is not Authenticated through Authentication Server, in this              case will the web messaging Architect call flow will be executed for this user?

Note: Would need more clarification on point (b), whether Architect web messaging call flow will be triggered for the user b or not?

Regards, Srini

------------------------------
Sri Nivas
Individual Only Contact Account

Original Message:
Sent: 07-25-2022 10:31
From: Angelo Cicchitto
Subject: Web Messaging Custom Attributes

The required steps for you web page customization are provided in that example page, and in JavaScript Reference guide here.
The Genesys command for Database.set can be used anywhere on the page, after the initial deployment snippet.
On the Architect Flow type, you need to use the Get Participant Data Action to retrieve the key-value pair.

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

Original Message:
Sent: 07-25-2022 10:07
From: Sri Nivas
Subject: Web Messaging Custom Attributes

Hello Angelo Cicchitto,

Many thanks for your quick response...
if possible Can you please share step by step procedure to follow on your comment "you can also pass data from the customer's web page, as Custom Attributes, which can be retrieved as Participant Data in your Inbound Message Flow"

Also, please where can I define custom key/value pairs in the snippet code, I mean is that between <script>web messaging snippet </script> after GC generated code?
if possible kindly share me some dummy code snippet to review and understand.

Regards,
Srini



------------------------------
Sri Nivas
Individual Only Contact Account

Original Message:
Sent: 07-25-2022 08:55
From: Angelo Cicchitto
Subject: Web Messaging Custom Attributes

Hello Srini,
You've probably seen that with Authenticated Web Messaging we can automatically capture some predefined attributes via OIDC backend integration, and available in your Architect flow: potentially you can use the "addressDisplayable" (which is equivalent to the "sub" claim, the customer's unique identifier) and query your backend system to retrieve the necessary data.
Alternatively, you can also pass data from the customer's web page, as Custom Attributes, which can be retrieved as Participant Data in your Inbound Message Flow. See example here.
What are the additional 3 attributes you expect from OIDC? We are looking into making it easier to access customer's email address natively, but curious to know what other attributes are most relevant.

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

Original Message:
Sent: 07-25-2022 08:07
From: Sri Nivas
Subject: Web Messaging Custom Attributes

Hello Team,

Could someone help me with the below requirement

Steps:
1. Authenticated End customer login to web portal with UN, PW
2. Open ID connect which will return 3 attributes by default consist of user's authentication status
3. Now assume the end customer initiated a chat session by clicking on the chat button
4. Widget session will be initiated based on the snippet code deployed, and assume along with default code generated by GC also include 2/3 custom attributes with key/value pairs
5. Is it possible for web portal team to send these custom attributes as soon as widget session initiated?
5.1. If possible then how can we capture these custom attributes in the web messaging call flow?
6. if not possible in step 5, how can custom attributes will be send from web portal and also how to capture in GC web message call flow?

Regards,
Srini


#ArchitectureandDesign
#DigitalChannels

------------------------------
Sri Nivas
Individual Only Contact Account
------------------------------

Hello @Sri Nivas

As of now, with a single Messenger Deployment & Configuration, your can only enable or disable End-User Authentication: this implies that once enabled, End-User Authentication is mandatory to even start a conversation. If the End-User is not authenticated, the conversation cannot start and so will not even reach an Architect Flow. We have plans for 2023 to address use-cases where conversation can start as non-Authenticated and then allowing End-User to step-up/upgrade to an Authenticated conversations. See idea here: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-17
For now, if you want to offer both Authenticated and non-Authenticated access on your website, you would have to create two distinct Messenger Deployments, and conditionally load corresponding snippets depending on current End-User's Authentication state. This won't be necessary once we implement previously mentioned improvement.
Hope it clarifies, thanks!

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

Original Message:
Sent: 07-25-2022 13:18
From: Sri Nivas
Subject: Web Messaging Custom Attributes

Hi Angelo Cicchitto,

Many thanks for your assistance, can you please provide your inputs on below points?
Q1. GC provides 3 default Authenticated web messaging attributes, please refer Q2 where a, and b users are logged in to the web site where user a is authenticated, but user b is NOT authenticated. what could be 3 attributes responses in case of user b?
Q2. There are two scenarios:
        a- There is  an user who registered in some X web portal and can login using UN, and PW. This user is an Authenticated through Authentication server (ex.               ForgeRock/Okta). In this scenario web messaging call flow will be executed for sure.
        b- Another customer who also registered and login using UN, and PW. But the customer is not Authenticated through Authentication Server, in this              case will the web messaging Architect call flow will be executed for this user?

Note: Would need more clarification on point (b), whether Architect web messaging call flow will be triggered for the user b or not?

Regards, Srini

------------------------------
Sri Nivas
Individual Only Contact Account

Original Message:
Sent: 07-25-2022 10:31
From: Angelo Cicchitto
Subject: Web Messaging Custom Attributes

The required steps for you web page customization are provided in that example page, and in JavaScript Reference guide here.
The Genesys command for Database.set can be used anywhere on the page, after the initial deployment snippet.
On the Architect Flow type, you need to use the Get Participant Data Action to retrieve the key-value pair.

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

Original Message:
Sent: 07-25-2022 10:07
From: Sri Nivas
Subject: Web Messaging Custom Attributes

Hello Angelo Cicchitto,

Many thanks for your quick response...
if possible Can you please share step by step procedure to follow on your comment "you can also pass data from the customer's web page, as Custom Attributes, which can be retrieved as Participant Data in your Inbound Message Flow"

Also, please where can I define custom key/value pairs in the snippet code, I mean is that between <script>web messaging snippet </script> after GC generated code?
if possible kindly share me some dummy code snippet to review and understand.

Regards,
Srini



------------------------------
Sri Nivas
Individual Only Contact Account

Original Message:
Sent: 07-25-2022 08:55
From: Angelo Cicchitto
Subject: Web Messaging Custom Attributes

Hello Srini,
You've probably seen that with Authenticated Web Messaging we can automatically capture some predefined attributes via OIDC backend integration, and available in your Architect flow: potentially you can use the "addressDisplayable" (which is equivalent to the "sub" claim, the customer's unique identifier) and query your backend system to retrieve the necessary data.
Alternatively, you can also pass data from the customer's web page, as Custom Attributes, which can be retrieved as Participant Data in your Inbound Message Flow. See example here.
What are the additional 3 attributes you expect from OIDC? We are looking into making it easier to access customer's email address natively, but curious to know what other attributes are most relevant.

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

Original Message:
Sent: 07-25-2022 08:07
From: Sri Nivas
Subject: Web Messaging Custom Attributes

Hello Team,

Could someone help me with the below requirement

Steps:
1. Authenticated End customer login to web portal with UN, PW
2. Open ID connect which will return 3 attributes by default consist of user's authentication status
3. Now assume the end customer initiated a chat session by clicking on the chat button
4. Widget session will be initiated based on the snippet code deployed, and assume along with default code generated by GC also include 2/3 custom attributes with key/value pairs
5. Is it possible for web portal team to send these custom attributes as soon as widget session initiated?
5.1. If possible then how can we capture these custom attributes in the web messaging call flow?
6. if not possible in step 5, how can custom attributes will be send from web portal and also how to capture in GC web message call flow?

Regards,
Srini


#ArchitectureandDesign
#DigitalChannels

------------------------------
Sri Nivas
Individual Only Contact Account
------------------------------