Chat Widgets SessionData

[alejandro.echeverri]

Hello everybody,

We setted up chat widgets with gms, we know how to send userdata, but i need the sessiondata (or userdata) to send custom survey with interactionid, firstname, lastname in every moment of chatsession.

I'm doing tests without cookies, because finally the solution is going to be deployed in a bank, and by the way we can't use cookies.

I took a look of documentarion and i found the getUserData function, i tough that was fine use it but i had no success, this is an example how i'm trying it:

window._genesys.widgets.webchat.session.getUserData('FirstName').done(function(event){
      console.log(event);
}).fail(function(event) {
      console.log(event);
})

I'd would like firstable if i can use that getuserdata function, or if existe another way to do it without cookies.

Thanks all.

AlejandroE.

[cavagnaro]

what do you mean by "[font=Verdana][size=2px]every moment of chatsession"?[/size][/font]

[alejandro.echeverri]

don't wait to end chat session to send data, i mean, don't wait to on_disconnect function/event to trigger the send data.

What we need is, while client and agent are typing messages, use the firstname, ixn_id, lastname and email to send to client the url survey, for example, until the chat ends, in chat area, the client can receives the url survey (or another url), for example something like this:

http://www.survey.com/survey1?id=XXXX&name=firstname+lastname&email=email_from_form

Cookies is an option the we can't use, because the project what we are doing research is for a bank, and for security issues we can't make it using cookies.

[cavagnaro]

But that info was already sent when customer started chat even without agent...so, you could create an automatic response at KM with those variables and send it to customer.

I think you have a missing point at API work mode at IXN.

The customer couldn't be routed initially without that user data sent


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[alejandro.echeverri]

Hi, what we need is the same in this case:

https://genesyspartner.force.com/customercare/CaseDetail?id=5000B00000ap7HoQAI

In that case the example is with CB, but the real needing is do it with widgets.

[cavagnaro]

Can't access another partner tickets, please post the subject or some details to search it at KB

[alejandro.echeverri]

[b]This is the case description:[/b]

Hi

Our customer need when the cobrowse chat is closed, automatically redirect to the survey link and pass the customer data.

We tried with the function session.getUserData but appears the next error:

Sending [{"id":"5","data":{"timestamp":1490884569385,"error":{"description":"Interaction Server is not available","code":52}},"successful":true,"channel":"/service/chat/publish"}]

[b]This is the trobleshooting action text area:[/b]

<script>
var _genesys = {
chat: {
templates: 'http://172.20.1.110:8795/static/chatTemplates.html',
ui: {
onBeforeChat: function(chatElement) {


},
},
onReady: function(chat) {
chat.onSession(function(session) {
session.setUserData({
Prueba: 'Ejemplo'
}).done(function() {
// Data correctly set
}).fail(function(event) {
// Examine event to find out information on what went wrong
});
session.getUserData('FirstName').done(function(event) {
// event.userData.FirstName is the required value
alert(event.userData.FirstName);
}).fail(function(event) {
// See event.error.code, event.error.description
alert(event.error.code);
})
}); //onSession
}
}
};
</script>

[b]And this was the Customer Care reply:[/b]

Thank you for update.


I had an offline discussion with dev team.


GCB in any case cannot work with getuserdata because GCB does not work with Interaction Server at all. However, GWE can.


GCB/GWE chat is deprecated since 8.5.1 and will be removed in 9.0. Now new customers are officially pushed to Genesys Widgets. The same notice should appear in the GCB documentation in nearest time.


Trust this helps. If doesn’t, I can certainly further have official statement from dev team and can also involve product manager with your requirement.


Regards

[cavagnaro]

Ok, interaction will be released by the agent but not the customer, right? So then you still have control of it. Just put the survey after the agent target.
Still don't see the complication. The error shown and description by Genesys shows clearly that problem is the lack of IXN server. Which you now have.


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[alejandro.echeverri]

What Genesys said about ixn server is for CoBrowsing, but in that case said too that the problem was solved using widgets with gms, and by the way we can use the getUserData.

[cavagnaro]

Yes, you are using IXN server so data is already with you. As said, you can control the interaction at strategy side. No need of nothing at customer side.
You are overthinking a simple problem as far as I understand your need

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