Our internal reporting/analytics team is using the "participantName" key from all of our media types (Voice, Chat, Third-party Messaging, and Email) using /api/v2/analytics/conversations/{conversationId}/details.
Uploaded 2 pictures to compare, 1 has no participantName (Web Messaging) the other one is a Facebook Messaging with participantName.
We just found out that this key is not available for web messaging conversations.
Is there a way to have it for web messaging as well?
Hi - the equivalent participantName attribute is populated only in case of Authenticated Web Messaging, where we can reliably obtain customer's name.
You can check attributes available per messaging channel here: Genesys Cloud Developer Center and search for From > fromAddress.name (that maps to your participantName analytics attribute).
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Thank you very much, Angelo! I have another question. The other media types have the queues and flow as well as participants with participantName (name of the queue or flow). Is there a way for us to at least do that for now for unauthenticated web messaging or do we have to enable it and have it all? Thank you in advance.
@Max_Ando just want to make sure i understand you fully. You mean for messaging like Facebook, the internal participants (agent, acd, workflow, etc) participantName field is set to the name of the Facebook integration/recipient that the end customer is messaging.
You would like to see similar for WebMessaging channel as well?
Got it. Unfortunately it is not possible to do that today in the webmessaging channel. I would suggest opening up an Idea for it though. https://genesyscloud.ideas.aha.io/
You can show it at least on the agent side of the conversation. The interaction details will still show "guest".
Genesys("command", "Database.set", {
messaging: {
customAttributes: {
'context.firstName': params.firstName, 'context.lastName': params.lastName
}
}
});
The value you pass for the context.firstName and context.lastName will only show for the agent:
here is interaction details:
Hope this helps!
This data would be available as participant data:
not really what you are looking for, but maybe your reporting team query that instead via https://developer.genesys.cloud/organization/search/conversation-participant-attribute-search
Hi @Max_Ando how do you plan to use that "participantName" if it was going to be populated with Messenger Deployment name? are you using it for any particular purpose?
For the usual media types like Web Chat, email, phone, and Third party Messaging. We are using /api/v2/analytics/conversations to get conversation details and put them in our database for reporting and analytics. Get the queues they were using, the name of the external participants, agents, and flows. We would like to do that with Web Messaging as well.
@Max_Ando what Angelo is saying is that Third Party Messaging (Facebook, Whatsapp, Instagram, etc) actually always uses the Integration.name field for those "internal" participants (agent, acd, workflow, etc) particpantName. This may be a little different than how web chat/email/phone work though.
For Web messaging there is no Integration per se. So instead, if we were to change, we would use the Web Messaging deployment.name field there for the internal participantName. So it would be very similar to how the Third Party Messaging channels work today. Is that what you were wanting/expecting?
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Yes! Thank you.
@Greg_Boston what we see for "Purpose: Workflow" in Facebook Messenger/Instagram/Twitter matches with what we see in phone, email and chat. We see a participant ID and then a Participant name which is that of the queue the contact was routed to. Web Messaging is the only contact type that does not show the Participant Name. It has the ID there, but no name. It is causing issues with out reporting for obvious reasons as all other channels follow the same approach with the data structure.
I don't believe that is the case actually. If you could provide an example payload and the API you used to call it, that may help make sure we aren't talking about different things. I believe for Facebook/Instagram/Twitter you will see the "purpose": "workflow" -participantName field is the integration.name, not the actual queue name.
Same with the and "purpose": "agent", "purpose": "acd", etc. It's always going to be set to the integration name, for any "internal" participant.purpose on digital messaging conversations.
Again this could be different on phone, email, and chat conversations
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