Collect user name & phone before route to agent

Web Messaging
1

Hi,

Can anyone advise me if this is possible within the Genesys web messaging chat?

My customer is currently using Genesys web chat v2, they can collect their customer name, email, phone, etc before routing to an available agent. Those are the mandatory information gathered from their customer so that they can quickly pull more detail from their CRM to serve their customer. However, web chat v2 will EOS soon, so, they want the same flow for the web messaging to be able to collect mandatory information before route to an agent.

May I know if this can be done within the Inbound Message call flow? or does it have to be some custom setup? Any clue how to?

Regards,
Johnson

2

Hi Johnson,

One option is to configure your architect flow to collect Participant data to feed routing. Participant data can be sent along with messages.
Another option is to use Ask for Slot action in your flow to request details from your user.

Best,
David

3

Hi, David,

I appreciate your reply. They are only migrating to web messaging and have no intention of using digital bot call flow, so the Ask for Slot is their option.

I tried the Participant data, but I couldn't find the action like the Collect Input as what I can find in the voice Inbound call flow to collect the customer input, can you further advise me on how I can do it in the Inbound Message flow?

Thanks & regards,

Johnson

4

Sorry for the typo, the Ask for Slot is NOT their option

5

Additional comments here:

  1. We would strongly recommend Digital Bot to identify any inbound interaction, this would be the natural solution
  2. Alternative is to build a custom form on the page, to capture the necessary attributes, then upon form submit trigger Messenger with Custom Attributes (we see several customers using this approach)
  3. We do have plans to add a native in-app Messenger Form feature to address this use-case > Genesys Cloud Ideas Portal
6

Hi, Angelo,

For your #1, will that involve additional charges ? as the customer does not plan to set up a bot due to the additional charges

7

Hi, Angelo,

To be more specific about the flow, please advise

Will the below setup/ scenario involve a bot cost to them?

Message Flow: Welcome to XXX, to better serve you please provide us with some information to proceed
Digital Bot flow asks: Hi, please provide your name.
Customer's reply: XXXX (store in Slot A)
Digital Bot flow asks: please provide your phone.
Customer's reply: xxxx (Store in Slot B)
Digital Bot flow asks: please provide us with your email.
Customer's reply:YYY (store in Slot C)
Digital Bot flow asks: Please tell us the service type you are looking for: 1 - Technical, 2 - Software related, 3 - General
Customer's reply: 1/2/3 (store in Slot D)

(back to Message flow)

Route to queue based on the service type provided by the customer.

Could you advise on this?

Regards,
Johnson

8

Hi - yes, this is 100% a Digital Bot Flow use-case, with pricing included: Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows pricing - Genesys Cloud Resource Center

9

This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.