Webmessaging - open chat widget after some time spent on the website

Web Messaging
1

Hi There,

We had a request from the customer, that chat pop up after X seconds of inactivity. i.e. open the chat widget after X seconds. We did explore this further and there is no easiest way to implement the chat pop-up in GC.

Also, we tried using the predictive engagement action maps in GC using messaging action with triggers and it is not reliable for chat offers because After the rejection, closing the browser and reopening doesn’t offer the chat again. It does offer again but the time is unpredictable. The only way I can make the system offer the chat immediately is after clearing the browsing history which may reset the session. Also, noticed during the offer if I have opened and then minimised the chat widget and later if I need to go back, it doesn’t offer again.

I would like to know if is there a way to implement this requirement in GC.

Thanks
Prem

2

Hi @Prem_Venkatesh
The behavior you observe with Predictive Engagement is by design: the same action map can succeed only once during the same active visit, and this is to ensure we are not overloading the user with the same offer after the user has already rejected once (so likely not interested in the offer). If we were to continuously trigger offer on every page load, that would result in a poor experience. Note that a user visit will expire after 30 minutes of inactivity, then new web visit is started the next time user returns to website, and action map processing is restored.
If you want to implement different logic on the page, you may also consider using the Engage.invite command directly, and build your own JS logic.

3

Thank you @Angelo_Cicchitto for the update.
Other than using GPE for chat pop-ups, do we have any other options available?

4

The other option would be to use the JavaScript command I referenced earlier.

5

Hi @Angelo_Cicchitto,
I am trying to invoke Engage.invite event and continue to see 403 error. I already turned ON predictive engagement option under messenger configuration. is there anything else I need to activate to invoke this event?

Error
genesys.min.js:10 GET https://apps.usw2.pure.cloud/genesys-bootstrap/plugins/engage.min.js net::ERR_ABORTED 403

Code
Genesys("command", "Engage.invite", {
engageContent: {
offerText: "Click to continue."
}
});

Genesys("subscribe", "Engage.inviteAccepted", ({data})=>{
  console.log(data);
});

Thanks for your help.

6

If you run that first command manually from browser console, does it work?
You should subscribe to Engage.ready before running the command via JS code.

7

thank you @Angelo_Cicchitto for your quick response and that solved my problem.

8

Hi @Angelo_Cicchitto
one last question on same topic. is there a way i can open a form with 2 text areas to collect first name and last name on Engage.inviteAccepted event and then launch messenger?

Thanks

9

@Angelo_Cicchitto never mind i found your idea out there. any idea when this feature will be delivered?

https://genesyscloud.ideas.aha.io/ideas/DIG-I-999

10

We'll reassess as 2024 roadmap candidate. We are also considering different approach here: Genesys Cloud Ideas Portal

11

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