ChatBot , live agent Webchat Questions

Genesys Cloud Web Chat
1

Hello Team - Customer is using Engage, where in GIA (Genesys Inteliigent Automation) there are setting which can control (Using GMS Management UI) :-

  1. When the chatbot will be disabled.
  2. When the Live agent will be enabled.

Are there any such native features available in cloud?

Here are some additional questions:-

  1. Does Genesys offer third party survey for Chatbot and live agent chat?
  2. Does it support sending transcripts to the customer if customer choses to receive one?
  3. The customer chatbot has a name "abc" which appears in every response, customer wants to have that in Genesys cloud.
  4. Also, can we customize the Chat widget with the custom color?

Thanks

2

Hello Team - Any help here?

3

Hi @Shakti_Joshi most of the features you listed above are available as part of our new Web Messaging channel and Messenger client. You can get started here: About web messaging - Genesys Cloud Resource Center

4

Thanks @Angelo_Cicchitto for your reply, so are you suggesting to use Webmessenger instead of Digital Bots for this purpose?

5

Hi @Shakti_Joshi - in order to use Digital Bots (highly recommended) you must use our latest & greatest Messenger for Web & Mobile. This is the perfect combination!

6

Thanks @Angelo_Cicchitto , this helps.

7

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