Migration of Live Person Events to Genesys Messenger

Web Messaging
1

Hi,

We're in the process of migrating to Genesys Messenger from Live Person and I need some help sending the same chat events to my analytics tool.

The below table shows the events I need to migrate, and the equivalent subscription event in Genesys. Can I get some help in filling out the blanks?

Event Name Genesys Messenger Plugin.Event Comments
Chat icon visible Launcher.visible Doesn't seem to fire when controlled by business rules
Chat icon minimised Launcher.hidden or Conversations.closed? Conversations.closed only seems to fire
Messenger window open Messenger.opened Fires 3 times. Need to throttle in Javascript so event only fires to analytics once.
Messenger window closed Messenger.closed Fires 3 times after "clear and leave conversation" rubbish bin icon selected. Need to throttle in Javascript so event only fires to analytics once.
First chat with bot ? Can't find an event which fires only once per session
First chat with agent Conversations.started? Can't find an event which fires only once per session
Chatting with bot ? We're using the Genesys native Messenger UI - can't find an event outside of Messaging Service plugins.
Chatting with agent (including their name) ? We're using the Genesys native Messenger UI - can't find an event outside of Messaging Service plugins. Also name of real agent doesn't seem to be available
2

Hi @brandon

  1. First chat with bot:
  • Subscribe to MessagingService.messagesReceived event and look for the first message with originatingEntity: “Bot”. Note that every subsequent message from Bot will have this. So, this is not once per session: you need to filter out messages for first occurrence. When there is none, then that means there is no such thing happened.
  • To track this during restoring Messenger, you can subscribe to MessagingService.restored which will contain all the same messages then filter out for first message from Bot.

  1. First chat with Agent: same as above but look for originatingEntity: “Human”

  2. Chatting with bot: listening to above messages would automatically indicate this, as every message sent from Bot will include originatingEntity: “Bot”.

  3. Chatting with Agent: Same as above. channel.from will include Agent nickname. Every message from Agent will have this.

  4. Chat icon minimized: I believe this is Messenger minimized, so that would be Conversations.closed for Messenger minimized/closed.

  5. For Messenger.opened and closed event firing 3 times: perhaps you are subscribing to this event 3 times and that’s causing Messenger to republish 2 more times.

  6. In general you can check documentation for MessagingService.messagesReceived event, including hyplerlinks showing message structure, and look for the message data originatingEntity to determine if the message is from Agent or Bot.

  • originatingEntity: // values – Human, Bot*
  • channel.from –* will include Agent nickname.
3

Thank you Angelo! I was able to subscribe to MessagingService.messagesReceived and get the events I needed.

Thanks again for your help.

4

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