Good afternoon. I am currently working on a major migration from Bold360 to Genesys Cloud and I’m attempting to recreate our ‘Proactive Chat’ triggers. We have a trigger designed to offer assistance if a customer remains on the ‘Checkout’ page for more than sixty seconds. However, we’re seeing that this trigger is firing almost immediately for our mobile users, leading to a very high rate of ‘Refused’ invitations. It seems the platform is interpreting a ‘Screen Sleep’ or a ‘Tab Switch’ on mobile as a period of inactivity that satisfies the sixty-second timer. Has anyone found a way to make these proactive triggers ‘Mobile-Aware’ to avoid annoying our customers?
I’m an outbound API developer and I’ve seen similar issues when automating contact lists. The Genesys Cloud ‘Predictive Engagement’ (formerly Altocloud) engine relies on the ‘Web Tracking’ heartbeat to determine inactivity. On mobile devices, the browser often pauses the JavaScript execution when the tab isn’t active, which causes the heartbeat to stop. To the platform, this looks like the customer is ‘Idling’ on the page! You should look into the ‘Page Stay’ event instead of a simple ‘Inactivity’ timer. By tracking the total timeOnPage cumulative across session heartbeats, you can get a much more accurate trigger for mobile users that doesn’t fire just because they switched to their banking app to check their balance!
Hey! Stackoverflow style help here. I’ve been doing some load testing on the predictive engagement engine and it’s definitely not mobile-friendly out of the box. If you can’t fix the heartbeat issue, a hacky way is to add a ‘Focus’ event listener in your web snippet. When the user switches back to the tab, send a custom ‘Re-engaged’ event to Genesys. Then, in your journey trigger, add a condition that the invitation should only fire if the ‘Re-engaged’ event happened within the last five seconds. This ensures the customer is actually looking at the screen before you pop the chat invite! It’s not perfect, but it’s better than firing at a sleeping screen!