ATC/Current/SDK/Web chat lifecycle - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:28:54Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Barbara.martin@genesys.com: Published

2021-08-10T10:35:29Z

Published

Barbara.martin@genesys.com: Published

2021-04-28T18:30:00Z

Published

Barbara.martin@genesys.com: Published

2020-12-16T19:22:05Z

Published

Barbara.martin@genesys.com: Published

2020-12-15T13:21:19Z

Published

Barbara.martin@genesys.com: Published

2020-11-04T13:33:53Z

Published

Barbara.martin@genesys.com: Published

2020-10-29T17:28:04Z

Published

DannaShirley: Published

2020-08-10T13:24:02Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:30:56Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureCloud([\|])" to "|Platform=$1GenesysCloud$2"

2020-07-15T11:59:57Z

Text replacement - "\|Platforms?=([^\|]*)PureCloud([\|]*)" to "|Platform=$1GenesysCloud$2"

@@ Line 9: / Line 9: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext={{NoteFormat|1=This article only applies to customers using {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_chats|display text=web chat}}. If you are a Genesys Cloud customer, we encourage you to use the new {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} feature to replace web chat.|2=}}<br />
+|structuredtext={{NoteFormat|1=This article only applies to customers using {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_chats|display text=web chat}}. If you are a Genesys Cloud CX customer, we encourage you to use the new {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} feature to replace web chat.|2=}}<br />
 |Status=No
 }}{{Section

@@ Line 3: / Line 3: @@
 |DisplayName=Web chat lifecycle
 |TocName=Web chat lifecycle
-|Context=See the lifecycle of a web chat and the metrics that we capture at each state along the way. {{MintyDocsProduct}} uses lifecycle states for reporting and determining the triggering behavior of action maps that use web chats.{{BarbFeatureTemp|Feature=Web messaging}}This article only applies to customers using web chat. If you are a Genesys Cloud customer, we encourage you to use the new {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} feature to replace web chat.
+|Context=See the lifecycle of a web chat and the metrics that we capture at each state along the way. {{MintyDocsProduct}} uses lifecycle states for reporting and determining the triggering behavior of action maps that use web chats.
 |Dimension=WebActions
 |ComingSoon=No
 |Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=Web chat operations
 |alignment=Vertical

@@ Line 3: / Line 3: @@
 |DisplayName=Web chat lifecycle
 |TocName=Web chat lifecycle
-|Context=See the lifecycle of a web chat and the metrics that we capture at each state along the way. {{MintyDocsProduct}} uses lifecycle states for reporting and determining the triggering behavior of action maps that use web chats.
+|Context=See the lifecycle of a web chat and the metrics that we capture at each state along the way. {{MintyDocsProduct}} uses lifecycle states for reporting and determining the triggering behavior of action maps that use web chats.{{BarbFeatureTemp|Feature=Web messaging}}This article only applies to customers using web chat. If you are a Genesys Cloud customer, we encourage you to use the new {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} feature to replace web chat.
 |Dimension=WebActions
 |ComingSoon=No
 |Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=Web chat operations
 |alignment=Vertical

@@ Line 22: / Line 22: @@
 |anchor=WebchatLifecycle
 |alignment=Vertical
-|structuredtext=The following diagram shows the stages that occur during the lifecycle of {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text=web chats}} after {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Overview_action_maps|anchor=AMOffered|display text=offering}} them to customers. Subsequent sections provide details about specific states, including the events that can occur and the data that is available for use with the {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=WebActionMethods|display text=Events methods for web actions}}. The section, {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=Terminal states}}, explains how states ensure that customers do not repeatedly see the same offer to chat.
+|structuredtext=The following diagram shows the stages that occur during the lifecycle of {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text=web chats}} after {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Overview_action_maps|anchor=AMOffered|display text=offering}} them to customers. Subsequent sections provide details about specific states, including the events that can occur and the data that is available for use with the {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=WebActionMethods|display text=Events methods for web actions}}. The {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=Terminal states}} section explains how states ensure that customers do not see the same offer to chat repeatedly.
 For more information about web chat offering, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Overview_action_maps|anchor=AMOffered|display text=Offered action maps}}.
@@ Line 41: / Line 41: @@
 {{!}}offered
 {{!}}Web Actions Offered
-{{!}}Customer's activity qualified an action map and triggers a chat invitation.
+{{!}}Visitor's activity qualified an action map and triggered a chat invitation.
 {{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 {{!}}-
@@ Line 156: / Line 156: @@
 |anchor=Terminal
 |alignment=Vertical
-|structuredtext=In the web chat lifecycle, certain states are ''terminal'', or final, states. If a visitor visits a web page where an action map is set to trigger a web chat, the action map doesn't offer the web chat if it is already in a terminal state. This action ensures that a visitor does not receive the same offer to chat after accepting the offer already or indicating that they are not interested in that particular chat offer.
+|structuredtext=In the web chat lifecycle, certain states are ''terminal'', or final, states. If a visitor visits a webpage where an action map is set to trigger a web chat, the action map doesn't offer the web chat if it is in a terminal state. This feature ensures that a visitor does not receive the same offer to chat after accepting the offer already or indicating that they are not interested in that particular chat offer.
 Terminal states for web chats are:

@@ Line 8: / Line 8: @@
 |Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=Web chat operations
 |alignment=Vertical

@@ Line 3: / Line 3: @@
 |DisplayName=Web chat lifecycle
 |TocName=Web chat lifecycle
-|Context=See the lifecycle of a web chat and the metrics that we capture at each state along the way. Lifecycle states are used in reporting and in determining the triggering behavior of action maps that use web chats.
+|Context=See the lifecycle of a web chat and the metrics that we capture at each state along the way. {{MintyDocsProduct}} uses lifecycle states for reporting and determining the triggering behavior of action maps that use web chats.
 |Dimension=WebActions
 |ComingSoon=No
 |Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=Web chat lifecycle
 |anchor=WebchatLifecycle
 |alignment=Vertical
-|structuredtext=The following diagram shows the stages that occur during the lifecycle of {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text=web chats}} after they are {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Overview_action_maps|anchor=AMOffered|display text=offered}} to customers. Subsequent sections provide details about specific states, including the events that can occur and the data that is available for use with the {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=WebActionMethods|display text=Events methods for web actions}}. The section, {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=Terminal states}}, explains how states ensure that customers do not repeatedly see the same offer to chat.
+|structuredtext=The following diagram shows the stages that occur during the lifecycle of {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Chat_offers|display text=web chats}} after {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Overview_action_maps|anchor=AMOffered|display text=offering}} them to customers. Subsequent sections provide details about specific states, including the events that can occur and the data that is available for use with the {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=WebActionMethods|display text=Events methods for web actions}}. The section, {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=Terminal states}}, explains how states ensure that customers do not repeatedly see the same offer to chat.
-For information about how web chats are offered, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Overview_action_maps|anchor=AMOffered|display text=Offered action maps}}.
+For more information about web chat offering, see {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Overview_action_maps|anchor=AMOffered|display text=Offered action maps}}.
 [[File:Lifecycle.png]]
@@ Line 30: / Line 35: @@
 {{!}}offered
 {{!}}Web Actions Offered
-{{!}}The customer's activity has qualified an action map, and a proactive invitation is offered.
+{{!}}Customer's activity qualified an action map and triggers a chat invitation.
 {{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 {{!}}-
 {{!}}accepted
 {{!}}Web Actions Accepted
-{{!}}The customer accepts the invitation by clicking a button like, '''Yes, please'''.
+{{!}}Visitor accepts the chat invitation.
 {{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 {{!}}-
 {{!}}rejected
 {{!}}Web Actions  Rejected
-{{!}}The customer rejects the invitation by either clicking  '''X''' or a button like, '''No, but thank you'''. This is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
+{{!}}Visitor rejects the chat invitation. This state is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
 {{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 {{!}}-
-{{!}}errored
+{{!}}ignored
-{{!}}Web Actions Errored
+{{!}}Web Actions Ignored
-{{!}}An error occurred in the widget that prevented the engagement from occurring.
+{{!}}Visitor ignored the invitation by navigating away from or around it. This state is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
 '''Note:''' This event does not have a corresponding metric in the Action Map Performance Report.
 {{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 {{!}}-
-{{!}}ignored
+{{!}}errored
-{{!}}Web Actions Ignored
+{{!}}Web Actions Errored
-{{!}}The customer has ignored the invitation by navigating away from or around it. This is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
+{{!}}Error occurred in the widget that prevented the engagement from occurring.
 '''Note:''' This event does not have a corresponding metric in the Action Map Performance Report.
-{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
+{{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}. Also, the errorMessage field is available.<br />
 {{!}}-
 {{!}}timed out
 {{!}}Web Actions Timed Out
-{{!}}The timeout period has been reached and the invitation has been rescinded. This is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
+{{!}}Chat invitation timed out and was rescinded. This state is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
-'''Note:''' This event does not have a corresponding metric in the Action Map Performance Report. The timeout period is configurable via the widget.
+'''Note:''' This event does not have a corresponding metric in the Action Map Performance Report. The timeout period is configurable through the widget.
 {{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 {{!}}}
@@ Line 78: / Line 81: @@
 {{!}}rejected
 {{!}}Web Actions Rejected
-{{!}}The customer cancels the form by either clicking '''X''' or a button like '''Cancel'''. This is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
+{{!}}Visitor cancels or closes the form. This state is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
 {{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 {{!}}}
@@ Line 96: / Line 99: @@
 {{!}}started
 {{!}}Web Actions Started
-{{!}}After the customer submits the form, a chat interaction is initated.
+{{!}}After the visitor submits the form, a chat interaction starts.
 {{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 <br />
@@ Line 102: / Line 105: @@
 {{!}}abandoned
 {{!}}Web Actions Abandoned
-{{!}}The customer closes the chat window before an agent connects. This is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
+{{!}}Visitor closes the chat window before an agent connects. This state is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
 {{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 {{!}}}
@@ Line 120: / Line 123: @@
 {{!}}engaged
 {{!}}Web Actions Engaged
-{{!}}An agent accepts the chat and is connected with the customer. This is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
+{{!}}Agent accepts the chat and connects with the visitor. This state is a {{Link-SomewhereInThisVersion|manual=SDK|topic=Web_chat_lifecycle|anchor=Terminal|display text=terminal state}}.
 {{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
 {{!}}}
@@ Line 138: / Line 141: @@
 {{!}}Not applicable/Not tracked
 {{!}}Not applicable/Not tracked
-{{!}}Either the customer or the agent ends the chat.
+{{!}}Either the visitor or the agent ends the chat.
 '''Note:''' This event does not have a corresponding metric in the Action Map Performance Report.
 {{!}}See {{Link-SomewhereInThisVersion|manual=SDK|topic=Use_Events_methods_with_web_actions|anchor=EventsWebActions|display text=Event types for web actions}}.
@@ Line 147: / Line 150: @@
 |anchor=Terminal
 |alignment=Vertical
-|structuredtext=In the web chat lifecycle, certain states are considered ''terminal'', or final, states. If a customer navigates to a web page where an action map is set to trigger a web chat, the action map will not offer the web chat if it is already in a terminal state. This ensures that a customer does not receive the same offer to chat after the customer has already accepted the offer or has indicated that they are not interested in that particular chat offer.
+|structuredtext=In the web chat lifecycle, certain states are ''terminal'', or final, states. If a visitor visits a web page where an action map is set to trigger a web chat, the action map doesn't offer the web chat if it is already in a terminal state. This action ensures that a visitor does not receive the same offer to chat after accepting the offer already or indicating that they are not interested in that particular chat offer.
 Terminal states for web chats are:

@@ Line 6: / Line 6: @@
 |Dimension=WebActions
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises, PureConnect, GenesysCloud
+|Platform=GenesysEngage-cloud, PureConnect, GenesysCloud
 |Prereq=
 |Section={{Section

ATC/Current/SDK/Web chat lifecycle - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Barbara.martin@genesys.com: Published

Barbara.martin@genesys.com: Published

Barbara.martin@genesys.com: Published

Barbara.martin@genesys.com: Published

Barbara.martin@genesys.com: Published

Barbara.martin@genesys.com: Published

DannaShirley: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureCloud([\|]*)" to "|Platform=$1GenesysCloud$2"

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureCloud([\|])" to "|Platform=$1GenesysCloud$2"