Messenger SDK Journey Plugin Qualified Open Action

Genesys Cloud Integrations
1

Hello,

According to the documentation on the Journey Plugin documentation, there is a Qualified Open Action offer that can take place.

https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/SDKCommandsEvents/journeyPlugin#journey-qualifiedopenaction

However, there doesn't appear to be an option for triggering that offer via Predictive Engagement Action Maps similar to Web Messaging offers or Content offers.

How is the qualified open action triggered? Is this a beta feature?

Thanks,

David

2

I believe it is triggered when an offer has already been made and then accepted by clicking on the bubble. Are you trying to deliver an offer?

3

It doesn't look like it.

If I have an action map set up for Web Messenger Offer, I see the appropriate Journey.qualifiedWebMessagingOffer event published along with Engage.inviteOffered.

If the offer is accepted the Engage.inviteAccepted is published.

Yes, we are trying to deliver an offer, but would like to customize that offer to be a custom popup/modal instead of the out of the box content offer or bubble for web messenger offer. I was hoping the Open Action was added for that purpose.

4

I would suggest using the Engage plugin as that is more about doing that sort of thing https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/SDKCommandsEvents/engagePlugin. There is an inviteOffered event that you can use to trigger an invite command. Not sure that will suppress the default, but that is more the place to look

5

Right. That'll allow me to create a custom invite from the website, but it just uses the chat bubble.
I can react to the offers, but can't really suppress the original offer.

I'd really like to know what Journey.qualifiedOpenAction is for and how to trigger it since it seems to be what we're looking for.

6

After opening a GCC case, this is the response I got from the dev team.

"This action is used to tie GPE with 3rd-party messaging systems. Basically, if the 3rd-party system has something that can be triggered, this action can be used to do so. It was initially created for use with Bold360 but, since there has been no customer request about actually implementing it, it’s on the back burner."

7

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