Open Messaging: Disable Reply On Messages

[mayarashwan]

Hello
I'm using open messaging to integrate with clarabridge to receive notifications/messages from the social media .
The agent basically receives the notification but he should go to clarabridge to reply due to some limitation on clarabridge side on receiving outbound messages.

When the agent receives the message, i should prevent him from replying.

My goal is to implement one of the following options:

• Disable the reply option
• Hide the chat itself and show only a bubble that has a link to redirect the agent to clarabridge
• Hide the chat itself and the agent will be using the interaction widget feature to be redirected

Any idea how to implement one of these options?

Thanks,

[anon39326996]

I can't think of a way to achieve exactly what you want. Your best bet may be to display this information (the URL along with instructions) via a script.

[mayarashwan]

it won't be enough,we need to make sure that the agent won't reply. Can't we create a custom interface that support any of these options?

[John_Carnell]

Hi Mayarashwan,

I would encourage you to submit an Idea to our ideas portal. Our product managers review these ideas on a regular basis and then use that to prioritize feature requests.

Thanks,
John Carnell
Manager, Developer Engagement

[anon39326996]

Yes, you could create a custom interface with the APIs available today. We have several customers who create their own agent desktop. It's not an insignificant undertaking, but certainly an option.

[mayarashwan]

Hi Lucie

Is it possible to disable the chat and show the script only to the agent?

[anon39326996]

I'm not aware of a way to do that other than via creating your own UI.