Hidden Messenger Execute Flow

Web Messaging
1

Hi there,

I have a web messenger snippet that can trigger an inbound message flow to execute logic to associate the 'visitor' to an external contact within Genesys.

My issues and use case is, how can I have a 'hidden' / 'headless' messenger within the website that allows me to execute a flow (doesn't matter if it is message or chat) and still get the Predictive engagement data to Genesys and can get the visitor associated with an external contact with the details provided.

Also I have another issue with where the built in snippet of the messenger doesn't have 'close' X or button. All it does is a minimized thus how can the customer / visitor end the conversation from their end?

Thanks

2

Hello @KengieH

  1. Your first ask is not totally clear: what do you mean by 'hidden' / 'headless' messenger that allows me to execute a flow? It sounds like you're trying to execute some backend logic, without having to start a message conversation necessarily? If you can clarify "what" use-case you're trying to solve, we can dive deeper
  2. With Messenger you can enable Conversation Clear, which enables the "bin" :wastebasket: icon in top header: this can emulate the "X" icon you are referring to
3

Hi @Angelo_Cicchitto ,

Thank you for your reply.

  1. Yes you are correct. I would like to enable Journey tracking via GPE so that I can associate the visitor with an external contact (both unauthenticated and authenticated web messaging). By headless, I mean a web messenger without an UI visible. I was able to get a Inbound Message Flow execute and associated with an external contact by feeding custom attributes with the Get Participants Data.

  2. Sorry for the misunderstanding. It wasn't an conversation clear functionality but more of an 'Disconnect' action from the end user's end. E.g. In the architect Inbound Message Flow there is an Error Handling that It can transfer to queue if there was an exception in the Inbound Message Flow. The problem is that if an end user does encounter an error and enters a queue which noone. The end user will be 'stuck' in a conversation with no way to disconnect.

2.1 In related to point 2 above, if an end user does end up in a queue with no one to take up the message. Is there an time out action that the conversation can disconnect / terminate?

Thank you so much for your assistance.

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