We are escalating our bot conversation to Genesys and want to have this chat history shown in the chat window when the agent picks up the chat request.
We are currently using the conversation api to add messages to the conversation so they can been see in the window. Is there a better way to do this?
And if this is the only way, is there a way to show in this history who wrote what (bot or customer) as at the moment they are shown as a list of messages without specification, which is not. very user friendly. Please see the image attached
Thank you very much for your help!