Intercept outgoing agent message (Web Messaging)?

We have a need to intercept each Web Messaging message an agent attempts to send from the Embeddable Framework. We have an external API that checks the message content and if unacceptable language is found, we want to stop the message from being sent. Is there a way to leverage one of the events (Interaction or Notification for example) to intercept and check the message and then take appropriate action?

NOTE: if there's some other way to do this, we'd be interested in knowing. I don't care if the solution uses an event subscription or some other mechanism.

Buehler? Buehler? Anybody?

Genesys Support said there's no official/supported way to do this but if I wanted, I could do some DOM manipulation and inject code to get this to work.

If there's anyone out there who's done anything like this (DOM manipulation of the Interaction window in Embeddable Framework), please raise your hand and ideally, point me to an example, etc.

DOM manipulation of and code injection into the embeddable framework is unsupported and potentially dangerous. You might get something working, but if you're running a hacked client any future support cases for it will be rejected because that is not a supported configuration. It will also create the risk of production outages and/or unintended behaviors if the framework's code is changed and causes your manipulation/injection to modify it in a way you didn't intend.

To answer your original question directly, there is not a pre-send hook in the platform that allows you to intercept and modify an agent's messages before they are sent.

You can request new features and share your use case at https://genesyscloud.ideas.aha.io/.

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