Web Messaging - Custom Participant Data

Web Messaging
1

Is there a way to pass custom participant data along with the basic deployment of the Web Messenger?
I would like pass some data when the conversation starts to be able to display this in a script for the agents on the Genesy Cloud side.

Thank you,
Marshall Billings

2

Hi Marshall,

This capability is not available in Web Messaging at the moment, however we expect to have this in place before the end of the year.

Thanks,
Chad

3

That is unfortunate.

What about sending an automated message from the website as the customer, when the customer send their first message?

4

Hi Marshall,

Unfortunately there is not a similar way of doing this in Web Messaging at this time.

5

What if i were to use Predictive Engagement and record custom information that way?
This is what i have understood on the coding side thus far for subscribing to the start of a conversation and then trigering a Journey.record event. Would this work? And if so, the documentation only states that these have to be deployed after the bootstrap but doesn't specifically state where in the elements of the site to deploy it.

Genesys("subscribe", "Conversation.started" , function(o){
Genesys("command", "Journey.record", { eventName: "Conversation_Started", customAttributes: {"Customer ID":"","Customer Name":""}, traitsMapper: [{"fieldName":"Customer ID"},{"fieldName":"Customer Name"}] });
});

6

Hi! I'm a product manager for Predictive Engagement. As Chad mentioned, there are some features coming to Web Messenger this year that will make it easier for you.

An alternative that's available today is the customer journey visualization (link below if you're not familiar with it). This is available to all Predictive Engagement customers and it shows all of the event data we have for a customer's web session (and previous sessions). The data that you want to pass in the "Journey.record" command will be shown in the customer journey visualization beside the interaction It's shown in the same area as the script tab, so it'll be easy for agents to see. Predictive Engagement data isn't intended to go to the script tab, but it could be done with some development work.

Customer journey visualization: An agent's experience in Genesys Cloud - Genesys Documentation
A relevant blog post: Get a Complete Picture of the Customer Journey in Genesys Predictive Engagement

7

Darragh,
The data showing in the Customer Journey will work for now. Can you point me to some documentation on how to deploy the script mentioned in my previous post to the site. Does it go in the after the Web Messenger snippet?

8

I have come up with a roundabout away to perform this function. We use the unique session ID (actms in local storage) and associate that to the customer account on the start of a conversation. After that, we will use custom web service data actions to look up the session Id in the inbound message flow. This will pull all the data into the participant data.

This is all still in the dev phase, so it still may not work.

Thank you,
Marshall

9

Hi,

We did a workaround for this using send response from the Architect flow and obtaining the information from the customer using a conversation-like with the flow

10

Hi Juan,

I found your reply and was curious how(where) to get the response from customer and attach this to a variable.
We would like to gather a Salesforce Case number so that we can use this during routing.

I now do a 'Send Response' which is 'enter your casenumber' but now I need to gather the data so I can use it.

BR,
Rob

11

@JuanJaramillo can you please elaborate? We are migrating from Webchat to web messaging and are curious that we can't easily achieve what we already have today...

  1. Form fill (capture Name, Email and something like Consignment as a custom variable.
  2. We can't just capture it through chat/bot if the customer can see it. We need to be able to write participant data the customer can't see. e.g. Segment/Intent/products. Key point is we are compiling these fields externally to Genesys and need to pass it in with the conversation, so Architect/Agent can see.

We have had a play and were able to pass in data via Predictive Engagement, but most of our customers don't have this and want a simple webchat Widget, and ability to pass in custom variables to attribute data.

Lastly, are there any plans to be able to make the Widget full screen for mobile? Customisation of the Widget seems to have gone backwards from WebChat. We'd like a logo, fonts, custom CSS, responsive page at a minimum.

12

Hello,

As a note, the ability to send participant data (from guest side to Genesys Cloud) has been made available with Open Messaging recently.
With Web Messaging, it will released in the coming weeks. See this post.

Regards,

1 Like
13

Hello,
is there a way to set a custom attribute to change the language of the messenger widget from the default to one of the other languages configured in the messenger deployment? I can evaluate a custom attribute and set the flow language from the architect flow, but the messenger widget language stays the same.
Regards,

14

Hello,

As far as I know, there is no such capability.

As mentioned in the Resource Center on Configure Messenger, "Messenger tries to auto-detect the customer’s languages from the browser preferences. If the detected language matches any language selected as supported languages, Messenger applies the corresponding localized labels to the UI elements. If the detected language does not match any supported language, Messenger shows UI labels in the default language."

There is no mecanism to set the language through a custom attribute or from Architect flow.

Regards,

15

Hello,

Very interesting subject. Following all what has been said above, I have a question:

Is it possible to make the link between the message sent by the participant (client) and the deployment (retrieving the deployment id for example) from our flow architect message?

The goal is to find out which Messenger deployment the message comes from.

Best Regards,
Benjamin.

16

Hello,

As Messenger now supports sending of custom attributes using the Database plugin, you could create a customization (web page hosting the messenger) to set and send the deployment id/key.
The custom attribute is then available as participant attribute in the conversation context (and you can retrieve the value from Architect with a Get Participant Data action).

If you need to get the name of the Messenger Deployment (and not just the key), in your Architect flow, you could create and invoke a Genesys Cloud Data Action that retrieves the messenger deployment info.
With GET /api/v2/webdeployments/deployments/{deploymentId}.
deploymentId corresponds to your deploymentKey.

Regards,

17

Hello,

Thank you very much ! Everything is good on my side.

Regards.

18

Hello Benjamin,
What is the use-case for knowing which Messenger Deployment is being used? What information are you trying to retrieve from Messenger Deployment, and how do you plan to use it? This is to help us improve product.

Thanks,
Angelo

19

Hello Angelo,

The recovery of the deployment name or id etc ... Then allows through a data table to apply personalized messages (welcome, closing, waiting etc ...), depending on the origin of the message. Because in our use case our client has several deployments.

Best Regards,
Benjamin.

20

Use-case makes sense Benjamin: ideally we'll want some of those parameters to become attributes of the Messenger Configuration in first place, so that Bot/Flow behavior can be personalized accordingly.

Thanks for sharing!
Angelo