Web Messenger Custom Widget

Web Messaging
1

Hello,

We are looking into the widget documentation and with the Web Messenger predefined chat widget, we can’t react in a custom way to new messages. However, we are thinking about a workaround that we would like to be reviewed by the Genesys team.

Here are the questions to be validated:

"If we want to use a predefined messenger chat widget and additionally react in a custom way to newly received messages, is it possible to have another websocket connection opened to the same chat?

Possible flow:

  • We use a predefined Messenger window the way it's used now

  • additionally using Messenger Javascript SDK we subscribe to "Conversations.started" event

  • after the event is fired, developed on our side JS code establishes an additional WS connection for the same conversation and runs additional JS logic when new messages are received through WS.

  • Unknowns that need to be verified from Genesys side:

    • Is it possible to have a few different WS connections for one conversation?
    • "Conversations.started" event data payload is not documented. Does it have all the data required to establish another WS connection for the same conversation?"

Does anyone have an input on this?

2

Hello @Louis_D_Ambrosio - can you clarify what you are trying to achieve, at functional level? What use-case are you trying to solve? Why would you need another WS connection?
FYI, we are not far away from releasing new Headless support for Messenger SDK, which would give you more granular access to commands and new events on the current "conversation" (Guest Session).

3

@Angelo_Cicchitto What we are trying to do is have a notification showing replies if the widget is minimized so that customers are informed when there is a reply.

4

Understood, thank you @Louis_D_Ambrosio - I'm thinking the best approach is to wait for the new Headless support to be released, as per previous comment: as part of that, we will publish more granular Messenger events that you would subscribe to, for instance when new outbound message is received, which should get you what you need.
We do have plans also to productize visual notifications to end-users, in case Messenger is not open or not visible: all part of the roadmap.

5

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