I have used the 'set wrapup code' feature in Architect a few times but it doesn't seem to be working. I have used in different flows, including Bot flows and it has not set the wrapup code in any of them.
So either if an agent is dealing with an interaction they still have to manually press a wrap-up code at the end, or if I had a bot or task that includes this and no agent invovled, it is not setting the wrap up code either.
Am I doing something wrong?
2nd Question: Agentless SMS - can we prevent people replying to messages we send from an agentless sms action or do we have to create an inbound sms flow that will auto-reply stating that we don't reply to these messages and remove it from any queue?
Thank you for submitting your questions, and sorry that you are having issues with setting wrapup codes.
I have sent a message to our wrapup code expert, but he is out of the office until next week. In the mean time, if you have an example conversationId I can look at the Edge logs and verify that the wrapup code is being sent to the cloud. I suspect that will be the case, and that the issue is elsewhere, but getting that verified is one of the first steps.
Hi Eilidh,
for the 2nd question - You don't have to setup a flow necessarily for that. If you didn't, then any customer reply message(s) would still come in, but they would result in disconnected conversation(s), and so your queue/agents would never see anything because there is no flow to route it anywhere.
However you can't really prevent someone from replying either. So in that case, it would likely be better to setup a flow to autorespond like you mentioned, and then never put it on any queue and just disconnect at the end of the flow. Also it might be worthwhile reviewing your agentless outbound message(s) and adding some wording at the end, that you don't reply.
Hope this helps
I have just tested it out on 2 interactions:
An agentless sms flow, which successfully set the wrap up code (7ade0d62-8ad9-4c04-bc00-dae8a4320655)
An inbound chat, which actually set the wrap-up code twice?
Here is a example conversationId: 4fc071b1-2ec6-451b-8ab6-a7899a86b114
Essentially, I was hoping by using 'set wrap up code' the agent wouldn't have to input a wrap-up code manually themselves at the end of the chat. It seems though, that it is setting the wrap up code automatically as 'green card related' however the agent has to also set a wrap-up code after the customer or agent disconnects the chat, meaning there is 2 wrap-up codes. As an example you can see 'live chat - test chat' as the agents wrap-up code.
Here is another: c44951cb-4083-499d-a66b-20dd53084361
where you can see that the 'Green card related' code is input twice, once by the flow and once by the agent.
I'm assuming then that the 'set wrap up code' feature can't override the agent having to manually enter the wrap up code at the end of the chat or other agent interactions? That this feature is only a way to make sure at least 1 wrap up code is set or for flows where no agent is invovled e.g. agentless sms.
I talked with our expert on Wrapup codes, and he had this to say:
"From what I'm reading, it looks like this customer is expecting a wrap-up code applied for the workflow participant to negate the agent 's required ACW session (that the wrap-up code completes). Unfortunately that's not something that is supported. Required wrap-up codes are on a per Participant basis."
Eilidh, does this explain what you are seeing (sorry, I'm not familiar with how Wrapup codes are used)?
Sorry, I have some other questions that I don't know if can be answered here (my customer care or contact person is on annual leave and just trying to get answers quickly).
Out of interest is there currently a method to remove/disable webchat through Purecloud? Without having to get the developers to hide or remove the code from the website?
E.g. In an emergency but when we don’t want to use the emergency schedules, is there some setting or something we can do within Purecloud to hide webchat, make it not appear?
Moving on from that, I know we have tried using ‘online/offline’ shedules before, so that webchat doesn’t operate outside hours but apparently this doesn’t work with Purecloud/widget v2 (we tried and failed), is there any alternative for this yet? Or would this still be a case for our developers to create something outside of the Genesys webchat code to make webchat invisible outside working hours?
If not, with the web messaging feature looking to be delivered in the future, I have read the documentation and it states that within Purecloud that there is the ability to change the status to ‘active’ or ‘inactive’. Does this mean that the messenger disappears if set to inactive? Or does it still appear but just doesn’t allow customers to connect to chat?
Hi there - You're observation is correct, the Widget v.2 doesn't have a centralized toggle to turn on/off.
With Web Message (already available as Beta), we have a new native web Messenger that is entirely controlled with a centralized Messenger console accessible within Admin UI (or public APIs): it includes the centralized toggle that you are referring to, and once disabled, it will prevent Messenger from loading and also block access to corresponding guest APIs.
