78692638d4a24645fbf5 | 2022-02-14 15:08:59 UTC | #1
Hello,
Is there a way to set the "remote" name field on an inbound Web Messaging interaction? I've noticed that if I associate the interaction to an External Contact, the remote name is populated in the Agent View, but not in the Interaction Performance View.
Additionally, if Authenticated Web Messaging is implemented, how does this affect the Remote name that is displayed?
Any guidance would be helpful. Thanks!
Angelo_Cicchitto | 2022-02-14 16:57:46 UTC | #2
In general, from Performance View perspective, we are not updating the "remote" participant after a customer profile is created/updated. Would be an interesting Idea to raise via Ideas Portal if none exists already.
Regarding Authenticated Web Messaging, we would be showing the "remote" participant populated with the End-User's name collected from OpenID Connect integration. Similar experience you would get via Line or Twitter. You can even access that attribute via Architect, see here.
anon39326996 | 2022-02-14 20:31:30 UTC | #3
We have a feature in beta to provide new external contact columns and filters in our analytics views. If you're interested in the beta, send me a note. This idea provides an exhaustive list of where you can see the new functionality: https://genesyscloud.ideas.aha.io/ideas/ANLS-I-828
system | 2022-03-16 20:31:32 UTC | #4
This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 13573