Launcher button hidden - triggered by business logic - multiple logic?

Web Messaging
1

Hi guys

Wondering how messaging will be have if there are two logic points as to whether the launcher button shows. On one hand, the web development team want to only have the launcher button show if the authenticated user's profile matches specific criteria - that's straight forward. But the other part of the business want to use predictive engagement to control the availability of the launcher button as well for controlling things like schedules etc.

How would those two things work together and has anybody actually used this "mixed business logic" approach for the messaging launcher?

2

I am new here but I have been working on web messaging for couple of months. I feel like it depends on your use cases.

  1. I think using a headless sdk is the best approach if you want it fully customizable.
  2. Or maybe you can create a number of message configurations to satisfy each of your logics. And then switch based on your values.
3

Hard to provide a definitive answer without detailed use-case. In general, the Launcher can be disabled "until trigger": if any criteria is valid, across any "logic points", that will trigger the Launcher.
Do you have an example where there is a conflict across business logic?

4

Hi Angelo, Ivan

Scenario is this

Web code will only make launcher button visible based on a flag from the user's session (eg the site visitor is a VIP).

But we want to also use predictive engagement to have the launcher button stay hidden and only display if it's within the opening hours of the schedule set against the action map stuff.

So the conflict is that in one part the web site wants to make the launcher visible, but on the Genesys side we want it to stay hidden and respect the predictive engagement settings.

5

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