Hey everyone. I am the admin for our Edge servers and I am trying to help our digital team with a session resumption problem. We have customers who start a conversation on our website via web messaging, but then they have to leave and they want to continue the conversation via SMS. How can we preserve the conversation context and agent assignment so the customer does not have to explain their problem all over again when they switch channels?
I inherited a mess of a digital setup and this was the first thing I had to fix. The key is to use ‘External Contacts’ to link the customer’s web messaging session and their phone number. When the customer switches to SMS, you search for the contact record by their number.
If you find a recently closed web messaging interaction for that same contact, you can use the ‘Participant Attributes’ to pass the previous conversation ID into the new SMS flow.
Correct, but the agent assignment part is trickier. Genesys Cloud does not automatically route an SMS to the same agent who handled the web chat. You have to use ‘Agent Affinity’ or ‘Preferred Agent’ routing.
When the SMS comes in, your Architect flow looks up the previous agent ID from the contact record and sets them as the preferred agent with a high score. I have tested this under high load and it works well as long as the agent is actually available!
If you want to get really advanced, you should look at the ‘Journey API’. It tracks all the touchpoints for the customer across all channels. Instead of just passing IDs, your agent’s script can display a summary of the entire customer journey, including the web pages they visited before they started the chat.
I am building a dashboard for this now using WebSockets and it is a total game-changer for the agent experience.