We have setup a web messaging deployment using Predictive Engagement. Once on the website, my action map triggers, and the web messaging icon appears. But if the customer clicks on the bin icon to close the chat, the web messaging icon is no longer visible on the web page. This occurs because action map can only trigger once per session. However, we would like to use predictive engagement and have the web messenger chat always visible to the customer even after they close the chat using the bin icon. So basically, retrigger the action map. Is there any way of doing this?
Can you elaborate on why you would want to re-trigger in this scenario, and within the same session?
Is the criteria used on first trigger still applicable? Have you tried using another action map, to confirm it can work sequentially?
As alternatives, you could subscribe to the MessagingService.conversationCleared event, and react upon that by either sending a new event to Journey Tracking with Journey.record command (this can trigger new ad-hoc Action Map), or resetting the current session with Messenger.clear command.
Our web messenger is used for helping customers and answering questions. Hence, we want to keep the chat always available for our customer because if the customer closes the chat, and then thinks of another questions the chat needs to be available. We are not using any web messaging events and commands page at the moment. Everything is setup using Genesys. We need to be able to use Predictive Engagement and also have the chat to always show.
In this case, I may recommend to simply configure Messenger Launcher to be always visible. Predictive Engagement will still work.
I can't use always visible because then it will always be visible on the page and not check the action map rules I have set, segment example 1. check country customer from, 2. check the webpage URL, 3. Check Schedule and other segments that the business may require in the future. Hence Deployment needs to be set to Hide until triggered by business logic.
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