Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Excellent news Angelo, thanks.  I know you've been working hard behind the scenes to get us to this point :)

This included a new SDK/Genesys() command as well didn't it?

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hello 👋 

As of today, all requested Beta Orgs have been enabled, and requestors should have received an invitation email to join the restricted Beta channel (please check also your spam mail folder). Note that if you were already part of a previous Web Messaging Beta feature, you already have access to the restricted Beta channel for Web & Mobile Messaging + Messenger Apps.

Thanks for your interest and patience 🙏

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

@Angelo Cicchitto When you clear the conversation history, after the confirmation message it automatically minimises the chat widget. Is it possible to clear only the conversation and the widget remains open?

Hello 👋 

As of today, all requested Beta Orgs have been enabled, and requestors should have received an invitation email to join the restricted Beta channel (please check also your spam mail folder). Note that if you were already part of a previous Web Messaging Beta feature, you already have access to the restricted Beta channel for Web & Mobile Messaging + Messenger Apps.

Thanks for your interest and patience 🙏

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hey Angelo,

My org was doing some testing with this, and when the client clicks the new trash icon while waiting in queue it is not counting that as an abandoned interaction. I was wondering if there's something more we need to do on our end to get that to work, or if this is not an intended function?

Thanks!

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Indeed, this is not "abandoned in queue": we have added a new Cleared by Customer Interaction Filter and Column to detect this scenario.

Hey Angelo,

My org was doing some testing with this, and when the client clicks the new trash icon while waiting in queue it is not counting that as an abandoned interaction. I was wondering if there's something more we need to do on our end to get that to work, or if this is not an intended function?

Thanks!

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Thanks for the info! Is there any plan to be able to get the ones abandoned in queue to show up for that metric? It's one we rely on pretty heavily for our phones, and so far we've had no way of tracking it in messenger and we  were hoping this beta would be it.

Indeed, this is not "abandoned in queue": we have added a new Cleared by Customer Interaction Filter and Column to detect this scenario.

Hey Angelo,

My org was doing some testing with this, and when the client clicks the new trash icon while waiting in queue it is not counting that as an abandoned interaction. I was wondering if there's something more we need to do on our end to get that to work, or if this is not an intended function?

Thanks!

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Thank you, Angelo, for the information in this thread. My team is on the beta and has been working to see how we can expose the new Cleared by Customer metric in the API for consumption in our database. Is there documentation we can follow on the same? Any information your team can provide is greatly appreciated.

Regards,

John Ohlund

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi Angelo

A hiccup we have here.  If the initial messaging session had database.set attributes sent through, those are obviously wiped out upon clearing the conversation.  This means when the end-user tries to start a new conversation, the data items are missing.  In most cases those are required for the flow logic.  What thought has been put into this please?

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi Vaun - the idea behind this feature is to reset Messenger to its original state, to ensure privacy for End-Users. In your case I'd suggest to rebuild the necessary custom attributes object by subscribing to the corresponding MessagingService.conversationCleared event and adding the necessary logic to the promise fulfilled callback function.

Genesys("subscribe", "MessagingService.conversationCleared", function({data}){    console.log(data);});

Hi Angelo

A hiccup we have here.  If the initial messaging session had database.set attributes sent through, those are obviously wiped out upon clearing the conversation.  This means when the end-user tries to start a new conversation, the data items are missing.  In most cases those are required for the flow logic.  What thought has been put into this please?

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Thanks Angelo, that does make sense.

Can you please clarify if I'm understanding things right in that we'd replace the function({data}) part of your example with something like:

Hi Vaun - the idea behind this feature is to reset Messenger to its original state, to ensure privacy for End-Users. In your case I'd suggest to rebuild the necessary custom attributes object by subscribing to the corresponding MessagingService.conversationCleared event and adding the necessary logic to the promise fulfilled callback function.

Genesys("subscribe", "MessagingService.conversationCleared", function({data}){    console.log(data);});

Hi Angelo

A hiccup we have here.  If the initial messaging session had database.set attributes sent through, those are obviously wiped out upon clearing the conversation.  This means when the end-user tries to start a new conversation, the data items are missing.  In most cases those are required for the flow logic.  What thought has been put into this please?

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi Vaun,

You would do something like

Genesys("subscribe", "MessagingService.conversationCleared", function({data}){    /* Add code here */    Genesys("command", "Database.set", { messaging: { customAttributes: { name:"John Smith",account:"abc123"}}});});

Thanks Angelo, that does make sense.

Can you please clarify if I'm understanding things right in that we'd replace the function({data}) part of your example with something like:

Hi Vaun - the idea behind this feature is to reset Messenger to its original state, to ensure privacy for End-Users. In your case I'd suggest to rebuild the necessary custom attributes object by subscribing to the corresponding MessagingService.conversationCleared event and adding the necessary logic to the promise fulfilled callback function.

Genesys("subscribe", "MessagingService.conversationCleared", function({data}){    console.log(data);});

Hi Angelo

A hiccup we have here.  If the initial messaging session had database.set attributes sent through, those are obviously wiped out upon clearing the conversation.  This means when the end-user tries to start a new conversation, the data items are missing.  In most cases those are required for the flow logic.  What thought has been put into this please?

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hello All,

I am using the follow command to clear the conversation when the conversation is disconnected which works well. However, wondering if there is a way to clear the conversation based on inactivity on the user's part. Maybe an inactivity timer or another way? I saw a typing timer but do not think this will work for this case. 

Genesys("subscribe", "MessagingService.conversationDisconnected", function({data}){
      console.log(data);
      Genesys("command", "MessagingService.clearConversation")

Thanks in advance

Hi Vaun,

You would do something like

Genesys("subscribe", "MessagingService.conversationCleared", function({data}){    /* Add code here */    Genesys("command", "Database.set", { messaging: { customAttributes: { name:"John Smith",account:"abc123"}}});});

Thanks Angelo, that does make sense.

Can you please clarify if I'm understanding things right in that we'd replace the function({data}) part of your example with something like:

Hi Vaun - the idea behind this feature is to reset Messenger to its original state, to ensure privacy for End-Users. In your case I'd suggest to rebuild the necessary custom attributes object by subscribing to the corresponding MessagingService.conversationCleared event and adding the necessary logic to the promise fulfilled callback function.

Genesys("subscribe", "MessagingService.conversationCleared", function({data}){    console.log(data);});

Hi Angelo

A hiccup we have here.  If the initial messaging session had database.set attributes sent through, those are obviously wiped out upon clearing the conversation.  This means when the end-user tries to start a new conversation, the data items are missing.  In most cases those are required for the flow logic.  What thought has been put into this please?

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hello All,

I am using the follow command to clear the conversation when the conversation is disconnected which works well. However, wondering if there is a way to clear the conversation based on inactivity on the user's part. Maybe an inactivity timer or another way? I saw a typing timer but do not think this will work for this case. 

Genesys("subscribe", "MessagingService.conversationDisconnected", function({data}){
      console.log(data);
      Genesys("command", "MessagingService.clearConversation")

Thanks in advance

Hi Vaun,

You would do something like

Genesys("subscribe", "MessagingService.conversationCleared", function({data}){    /* Add code here */    Genesys("command", "Database.set", { messaging: { customAttributes: { name:"John Smith",account:"abc123"}}});});

Thanks Angelo, that does make sense.

Can you please clarify if I'm understanding things right in that we'd replace the function({data}) part of your example with something like:

Hi Vaun - the idea behind this feature is to reset Messenger to its original state, to ensure privacy for End-Users. In your case I'd suggest to rebuild the necessary custom attributes object by subscribing to the corresponding MessagingService.conversationCleared event and adding the necessary logic to the promise fulfilled callback function.

Genesys("subscribe", "MessagingService.conversationCleared", function({data}){    console.log(data);});

Hi Angelo

A hiccup we have here.  If the initial messaging session had database.set attributes sent through, those are obviously wiped out upon clearing the conversation.  This means when the end-user tries to start a new conversation, the data items are missing.  In most cases those are required for the flow logic.  What thought has been put into this please?

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

That seems fine @Matthew Raleigh

Inactivity detection will be solved by different Idea > https://genesyscloud.ideas.aha.io/ideas/DIG-I-1056

Hello All,

I am using the follow command to clear the conversation when the conversation is disconnected which works well. However, wondering if there is a way to clear the conversation based on inactivity on the user's part. Maybe an inactivity timer or another way? I saw a typing timer but do not think this will work for this case. 

Genesys("subscribe", "MessagingService.conversationDisconnected", function({data}){
      console.log(data);
      Genesys("command", "MessagingService.clearConversation")

Thanks in advance

Hi Vaun,

You would do something like

Genesys("subscribe", "MessagingService.conversationCleared", function({data}){    /* Add code here */    Genesys("command", "Database.set", { messaging: { customAttributes: { name:"John Smith",account:"abc123"}}});});

Thanks Angelo, that does make sense.

Can you please clarify if I'm understanding things right in that we'd replace the function({data}) part of your example with something like:

Hi Vaun - the idea behind this feature is to reset Messenger to its original state, to ensure privacy for End-Users. In your case I'd suggest to rebuild the necessary custom attributes object by subscribing to the corresponding MessagingService.conversationCleared event and adding the necessary logic to the promise fulfilled callback function.

Genesys("subscribe", "MessagingService.conversationCleared", function({data}){    console.log(data);});

Hi Angelo

A hiccup we have here.  If the initial messaging session had database.set attributes sent through, those are obviously wiped out upon clearing the conversation.  This means when the end-user tries to start a new conversation, the data items are missing.  In most cases those are required for the flow logic.  What thought has been put into this please?

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi Anglelo,

Thanks for your response. 

Also, I am trying to guard against the case when a user closes the browser/tab while the conversation is still open. It is possible another user at the same computer re-opens the browser and can see the former user's conversation. 

I have managed to use the JS SDK to clear the conversation upon restoration of the messaging service. A question I have is what event is triggered when the browser/tab is closed? And is it possible to clear the conversation or session based on this event instead upon restoration? 

Thanks in advance.

That seems fine @Matthew Raleigh

Inactivity detection will be solved by different Idea > https://genesyscloud.ideas.aha.io/ideas/DIG-I-1056

Hello All,

I am using the follow command to clear the conversation when the conversation is disconnected which works well. However, wondering if there is a way to clear the conversation based on inactivity on the user's part. Maybe an inactivity timer or another way? I saw a typing timer but do not think this will work for this case. 

Genesys("subscribe", "MessagingService.conversationDisconnected", function({data}){
      console.log(data);
      Genesys("command", "MessagingService.clearConversation")

Thanks in advance

Hi Vaun,

You would do something like

Genesys("subscribe", "MessagingService.conversationCleared", function({data}){    /* Add code here */    Genesys("command", "Database.set", { messaging: { customAttributes: { name:"John Smith",account:"abc123"}}});});

Thanks Angelo, that does make sense.

Can you please clarify if I'm understanding things right in that we'd replace the function({data}) part of your example with something like:

Hi Vaun - the idea behind this feature is to reset Messenger to its original state, to ensure privacy for End-Users. In your case I'd suggest to rebuild the necessary custom attributes object by subscribing to the corresponding MessagingService.conversationCleared event and adding the necessary logic to the promise fulfilled callback function.

Genesys("subscribe", "MessagingService.conversationCleared", function({data}){    console.log(data);});

Hi Angelo

A hiccup we have here.  If the initial messaging session had database.set attributes sent through, those are obviously wiped out upon clearing the conversation.  This means when the end-user tries to start a new conversation, the data items are missing.  In most cases those are required for the flow logic.  What thought has been put into this please?

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Detecting browser tab closing is something to research outside of any Genesys Messenger event. From other JS developer forums, it looks like beforeunload event is triggered by browsers just before closing, but we are not testing or validating this approach explicitly, so you would need to test this as external customization.

Hi Anglelo,

Thanks for your response. 

Also, I am trying to guard against the case when a user closes the browser/tab while the conversation is still open. It is possible another user at the same computer re-opens the browser and can see the former user's conversation. 

I have managed to use the JS SDK to clear the conversation upon restoration of the messaging service. A question I have is what event is triggered when the browser/tab is closed? And is it possible to clear the conversation or session based on this event instead upon restoration? 

Thanks in advance.

That seems fine @Matthew Raleigh

Inactivity detection will be solved by different Idea > https://genesyscloud.ideas.aha.io/ideas/DIG-I-1056

Hello All,

I am using the follow command to clear the conversation when the conversation is disconnected which works well. However, wondering if there is a way to clear the conversation based on inactivity on the user's part. Maybe an inactivity timer or another way? I saw a typing timer but do not think this will work for this case. 

Genesys("subscribe", "MessagingService.conversationDisconnected", function({data}){
      console.log(data);
      Genesys("command", "MessagingService.clearConversation")

Thanks in advance

Hi Vaun,

You would do something like

Genesys("subscribe", "MessagingService.conversationCleared", function({data}){    /* Add code here */    Genesys("command", "Database.set", { messaging: { customAttributes: { name:"John Smith",account:"abc123"}}});});

Thanks Angelo, that does make sense.

Can you please clarify if I'm understanding things right in that we'd replace the function({data}) part of your example with something like:

Hi Vaun - the idea behind this feature is to reset Messenger to its original state, to ensure privacy for End-Users. In your case I'd suggest to rebuild the necessary custom attributes object by subscribing to the corresponding MessagingService.conversationCleared event and adding the necessary logic to the promise fulfilled callback function.

Genesys("subscribe", "MessagingService.conversationCleared", function({data}){    console.log(data);});

Hi Angelo

A hiccup we have here.  If the initial messaging session had database.set attributes sent through, those are obviously wiped out upon clearing the conversation.  This means when the end-user tries to start a new conversation, the data items are missing.  In most cases those are required for the flow logic.  What thought has been put into this please?

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hello Angelo,

We've become a part of the new webchat feature that you recently rolled out. I'm reaching out because i would like to have some assistance regarding the clear event. When I trigger this event, the chat appears to persist on the agent's side, leaving them unaware of whether the conversation is still ongoing or not.

As it stands, the agent can only determine the conversation's status by attempting to reply, which then results in an error notification saying, "Cannot send." I believe there's room for improvement in this aspect and would greatly appreciate your guidance on how to address this issue effectively.

Looking forward to your insights.

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hello @Nikolaos Papakonstantinou that should not be the case. When this new feature is enabled on Web Messaging, once Clear event is triggered, the Agent UI is moved into Wrap-Up directly, any further outbound messages are not allowed. I'm not sure if your org has been enabled. Please send me your Org details privately. Have you received invitation to join the private Beta Community for this feature?

Hello Angelo,

We've become a part of the new webchat feature that you recently rolled out. I'm reaching out because i would like to have some assistance regarding the clear event. When I trigger this event, the chat appears to persist on the agent's side, leaving them unaware of whether the conversation is still ongoing or not.

As it stands, the agent can only determine the conversation's status by attempting to reply, which then results in an error notification saying, "Cannot send." I believe there's room for improvement in this aspect and would greatly appreciate your guidance on how to address this issue effectively.

Looking forward to your insights.

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hello Angelo - 

We have been testing the clear conversation option using the standard JS widget, along with the "Database.set" command to set custom attributes to be passed on to the digital bot flow and agent screen script.

Example - 

Genesys("command", "Database.set", { messaging: { customAttributes: { department: "sales", property_type: "apartment", device: "mobile" } } });

https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/pluginExamples#define-and-send-custom-attributes

We discovered that when the clear button is used, the widget does not refresh the custom attribute values. Instead, it clears them altogether, breaking any logic in the digital bot flow and agent screen script.

We have disabled the clear button for now as this breaks our widget/flow. If the option existed to reload the custom attributes set during launch, this would negate this issue.

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi Angelo

One comment on this.  When the agent/csr ends the conversation, and the end-user is advised the conversation has ended, the Clear conversation icon and message present the same message "Would you like to clear and leave your conversation".  Not sure if maybe that wording should be different in this scenario?

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi Vaun - In that case, since the conversation is still accessible to online visitor(s) after agent disconnect, I think Clear function and corresponding wording are still applicable, in order for the online visitor to completely erase the existing conversation (even if disconnected).

Thanks!

Hi Angelo

One comment on this.  When the agent/csr ends the conversation, and the end-user is advised the conversation has ended, the Clear conversation icon and message present the same message "Would you like to clear and leave your conversation".  Not sure if maybe that wording should be different in this scenario?

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi Vaun - In that case, since the conversation is still accessible to online visitor(s) after agent disconnect, I think Clear function and corresponding wording are still applicable, in order for the online visitor to completely erase the existing conversation (even if disconnected).

Thanks!

Hi Angelo

One comment on this.  When the agent/csr ends the conversation, and the end-user is advised the conversation has ended, the Clear conversation icon and message present the same message "Would you like to clear and leave your conversation".  Not sure if maybe that wording should be different in this scenario?

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

We are always open to continuous improvements based on user's feedback :)

I understand the desire for having everything configurable, including labels: we already have a considerable and increasing amount of labels in Messenger (both static/visible, dynamic/on-hover and arial-labels for screen-readers), and making them all configurable would become heavy lifting even for Admin users, considering we need to allow for configurability across all supported languages (see the home screen labels for example). Over time we'll have to identify the labels that really matter. Here's the corresponding Idea > https://genesyscloud.ideas.aha.io/ideas/DIG-I-126

Hi Vaun - In that case, since the conversation is still accessible to online visitor(s) after agent disconnect, I think Clear function and corresponding wording are still applicable, in order for the online visitor to completely erase the existing conversation (even if disconnected).

Thanks!

Hi Angelo

One comment on this.  When the agent/csr ends the conversation, and the end-user is advised the conversation has ended, the Clear conversation icon and message present the same message "Would you like to clear and leave your conversation".  Not sure if maybe that wording should be different in this scenario?

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Everyone: we passed release gate and will be turning on this feature as Generally Available to all customers on Wednesday 11th of October 🎉

Thank you for your patience 🙏

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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

Hi everyone,

We are excited to announce the availability of Web Messaging - End-User can Clear the Conversation (see corresponding DIG-I-118 Idea here). This feature allows End-Users to Clear the Conversation, particularly useful on shared devices, to preserve End-User's privacy when conversation is completed. Additionally, to improve business efficiency, if the conversation is currently in Queue/Flow or answered by Agents, it will also be disconnected.

If you are interested, please sign-up by filling out the form below visible also in Beta HQ homepage, we'd love to get your feedbacks!

Web Messaging - End-User Clear - Beta Sign-up Form

After we enable the feature for your org, we will reach out to you to confirm: this may take a few days.

Thanks for your patience and interest!

#BetaAnnouncement

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