Hey folks,
I’m trying to figure out if we can nudge a customer back into a chat if they were previously active but dropped off. Our WFM team wants to track re-engagement rates for adherence metrics, so we need the SDK to show a proactive badge or notification on the site if the user has a recent session history.
I’m looking at the init settings in the Web Messaging SDK, but I don’t see a flag for proactiveNotification or anything similar. Here’s what I have so far:
GenesysCloudWebMessaging.init({
deploymentId: 'my-deployment-id',
onReady: function() {
console.log('Widget ready');
// How do I check for previous session and trigger a nudge?
}
});
Is there an API call I need to make first, like checking /api/v2/conversations/webmessaging/... to see if a session exists, and then somehow pushing that state to the frontend? Or does the SDK handle this automatically if the deploymentId is tied to a user profile we can set? I’m stuck on the logic flow here. Any pointers on the right endpoint or SDK method would be great.