WebMessaging - Validate user start chat using CAPTCHA?

Web Messaging
1

hi Everyone,

Just wondering if anyone can help advise, just wondering if there any validation / Captcha we can apply to prevent when anyone in public website want to start chat with webmessaging is Valid Human ?

The consideration, we are implementing webmessaging in public website, so anyone can access, but how do we can validate chat request come from real request ? To prevent agents overloaded with chat request that not valid from Human ?

OR alternatively, in WebMessaging, is there authentication/ validation built in, that can CONVINCE we dont have to implement custom validation like CAPTCHA?

Very appreciate for any advise.

Thank you
Fransiska

2

Hi Fransiska,
For now the reCaptcha related Idea didn't get much traction: https://genesyscloud.ideas.aha.io/ideas/DIG-I-1052

Some ways to mitigate this:

  1. Authenticated Web Messaging, if that suits your use-case, although this would not allow for anonymous access, which is probably what you're trying to achieve
  2. Add some form or triage in your initial Bot logic if any
  3. Hide Genesys native Launcher and build your own launcher UI, with CAPTCHA support

For future we are also considering support for OTP tokens, to validate human identity without having to necessarily sign-in to the brand: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-64

3

hi Angelo

thanks for all advice. Just wondering if I use chat V2 (not webmessaging), is there any function that we can implement CAPTCHA in chat V2 ( chat).

Thank you
Fransiska

4

I doubt Chat V2 can bring any benefit: in both cases you would need to build your own "launcher" UI to include Captcha code.

5

hi Angelo,

Thanks for advise. Will be a lot of work build custom widget but make sense. I checked Multicloud CX has feature to captcha Provisioning CAPTCHA - Genesys Documentation (but i dont have account in Multicloud CX), might be Genesys Cloud can do the similar in the future, just whistlist.

Again thank you very much for advises.

Fransiska

6