Stephanie_Fong | 2022-12-01 21:23:00 UTC | #1
Context: Google Fiber Webpass is planning on adding Web Messenger (WM) support and our customer's Authentication state will be determined by whether they are logged in or not on our website. Users should be able to initiate a WM whether they are Authenticated or not, and Authentication state will be displayed on Screen Pop.
Question: Is there a way to force a Screen Pop refresh if a customer logs in after having already initiated a WM?
Our current, less ideal, options are:
- have a screen pop custom action that runs periodically and polls for login state from our servers every x seconds.
- have a screen pop button that the Agent can click to check the Auth state of user.
Angelo_Cicchitto | 2022-12-02 10:15:02 UTC | #2
Hi @Stephanie_Fong At the moment we don't support Authentication Upgrade / Step-Up scenario, so your WM conversation can be either Authenticated or non-Authenticated depending on how your corresponding Messenger Configuration is defined. We have upcoming feature to support session upgrade here. Having said that, would like to better understand your use-case: are you just trying to inform the Agent about End-User's current authentication status? In that case, you should already have the information available from using Architect's Built-In variable Message.IsAuthenticated: if value is True you could customize Agent's screen-pop accordingly. In addition to that, Agent will see a green shield next to inbound messages coming from Authenticated users.
Stephanie_Fong | 2022-12-05 19:36:17 UTC | #3
Yes, we are trying to inform the Agent about End-User's auth state, however, auth state can change throughout the duration of the WM Interaction.
If End-User isn't initially logged in, but starts a WM conversation, the initial Screen Pop would display not-authenticated, but we want to display the updated state to our Agent after customer login. On the flip side, since WM conversations can last up to 3 days. If End-User was previously authenticated for a given Interaction, we should be able to update their auth state to not-authenticated if it's been x hours or x days since their last login.
Angelo_Cicchitto | 2022-12-05 20:56:53 UTC | #4
I believe my previous comment would apply, as you could detect auth state based on Architect's Message.IsAuthenticated built-in variable. Keep in mind that for now Authenticated Web Messaging is either on or off: we don't support yet step-up/session upgrade, see the idea posted in previous message.
Stephanie_Fong | 2022-12-05 22:21:13 UTC | #5
Only the first WM message would route through Architect right? (And additional messages only if Agent manually closes the Interaction). So if customer logs in after the first message has already been sent, Screen Pop will not update auth state.
Ack on Authenticated Web Messaging is either on or off. We plan to keep it off, as we need to offer Chats to prospective new customers who don't yet have an account with us.
system | 2023-01-04 22:21:55 UTC | #6
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: 17468