Difference between revisions of "Solution/ChatSolutions"

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|Media=Image
 
|Media=Image
 
|image=GPE_chat_solution_overview_diagram.png
 
|image=GPE_chat_solution_overview_diagram.png
−
|structuredtext=The advanced chat solution is a fully customizable and flexible solution that enables you to send targeted and tailored chat offers to your customers.  
+
|structuredtext=The advanced chat solution is a fully customizable and flexible solution that allows you to send targeted and tailored chat offers to your customers.  
  
 
'''Highlights:'''  
 
'''Highlights:'''  
  
 
*'''Advanced routing capabilities'''  
 
*'''Advanced routing capabilities'''  
−
**Make routing decisions based on the needs and profile of the customer.
+
**Make routing decisions based on the needs and profile of the customer
−
**Update routing decisions dynamically, even within a chat flow.
+
**Update routing decisions dynamically, even within a chat flow
−
**Define the circumstances, such as business hours and schedules, in which a chat is routed to either a chatbot or to a human agent.
+
**Define the circumstances, such as business hours and schedules, in which a chat is routed to either a chatbot or a human agent
−
*'''Auto-response capabilities'''  
+
 
−
**Send an automatic notification to the customer - ''Thanks for contacting us; we will be with you shortly''.
+
*'''Auto-response capabilities'''
−
**Send a standard bot-generated message - ''Thanks for waiting.'' ''How can we help you today?''<br />
+
**Send an automatic notification to the customer - ''Thanks for contacting us; we will be with you shortly.''
−
|structuredtextwide=*'''Powered by AI'''
+
**Send a standard bot-generated message - ''Thanks for waiting.'' ''How may we help you today?''
−
**Call on a chatbot to handle interactions.
+
 
−
**Use the predictive engagement features to monitor engagements, predict behavior, and respond according to configured action maps.
+
*'''Powered by AI'''
 +
**Call on a chatbot to handle interactions
 +
**Use the predictive engagement features to monitor engagements, predict behavior, and respond according to configured action maps
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|Media=Image
 
|Media=Image
 
|image=GPE_chat_solution_how_it_works_diagram.png
 
|image=GPE_chat_solution_how_it_works_diagram.png
−
|structuredtext=To illustrate how these advanced chat features can enhance the customer journey, we'll walk through a typical customer journey. For the purposes of this article, let's say the customer is shopping online. We'll break the journey down into five stages:  
+
|structuredtext=To illustrate how these advanced chat features can enhance the customer journey, let's look at a typical customer journey. For the purposes of this article, let's say the customer is shopping online. We'll break the journey down into five stages:  
  
−
*'''[[#Stage1|Stage 1]]''' - The customer visits a website configured with Genesys Predictive Engagement
+
*'''[[#Stage1|Stage 1:]]''' Customer visits a website configured with Genesys Predictive Engagement.
−
**'''Tasks''' - Add the Genesys Predictive Engagement snippet to your website and configure web tracking in Predictive Engagement.
+
**'''Task:''' Add the Genesys Predictive Engagement snippet to your website and configure web tracking in Predictive Engagement.
−
*'''[[#Stage2|Stage 2]]''' - The customer receives a chat offer.  
+
 
−
**'''Tasks''' - Add a web chat widget to your website and configure Genesys Predictive Engagement.
+
*'''[[Draft:Solution/ChatSolutions#Stage2|Stage 2:]]''' Customer receives a chat offer.
−
*'''[[#Stage3|Stage 3]]''' - The customer accepts the chat offer and receives a welcome message.  
+
**'''Task:''' Add a web chat widget to your website and configure Genesys Predictive Engagement.
−
**'''Tasks''' - Configure auto-responses.
+
*'''[[Draft:Solution/ChatSolutions#Stage3|Stage 3:]]''' Customer accepts the chat offer and receives a welcome message.
−
*'''[[#Stage4|Stage 4]]''' - The customer interacts with a chatbot.  
+
**'''Task:''' Configure auto-responses.
−
**'''Tasks''' - Configure the chat flow, link a chat flow to a web chat widget, and call on a chatbot.
+
*'''[[Draft:Solution/ChatSolutions#Stage4|Stage 4:]]''' Customer interacts with a chatbot.
−
*'''[[#Stage5|Stage 5]]''' - The customer escalates to an agent.  
+
**'''Task:''' Configure the chat flow, link a chat flow to a web chat widget, and call on a chatbot.
−
**'''Tasks''' - Define the routing strategy.
+
*'''[[Draft:Solution/ChatSolutions#Stage5|Stage 5:]]''' Customer escalates to an agent.
−
|structuredtextwide=From this point on, the article is split into five sections, each detailing these pivotal stages of the journey, and it will reference the steps and procedures required to complete that stage of the journey.
+
**'''Task:''' Define the routing strategy.
 +
|structuredtextwide=The following sections describe these pivotal stages of the journey, and reference the steps and procedures required to complete that stage of the journey.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Stage 1 - The customer visits the website
+
|sectionHeading=Stage 1: Customer visits the website
 
|anchor=Stage1
 
|anchor=Stage1
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
 
|image=GPE_customer_visits_website_diagram.png
 
|image=GPE_customer_visits_website_diagram.png
−
|structuredtext=In the first stage of the customer journey, the customer visits the website, which is configured with Genesys Predictive Engagement. Predictive Engagement monitors the customer's engagement and decides how and when to engage the customer to achieve a defined desired outcome.  
+
|structuredtext=In the first stage of the customer journey, the customer visits the website, which is configured with Genesys Predictive Engagement. Predictive Engagement monitors the customer's engagement and decides how and when to engage the customer to achieve a defined desired outcome.
−
 
+
|structuredtextwide=To allow Genesys Predictive Engagement to monitor the customer journey, complete the instructions in the following table.{{NoteFormat|1=First, ensure that you meet all [https://help.mypurecloud.com/articles/?p=195855Genesys Predictive Engagement prerequisites].|2=}}
−
To allow Genesys Predictive Engagement to monitor the customer journey, follow the instructions in the following table.
 
−
 
 
−
'''Important:''' First ensure that you meet all [https://help.mypurecloud.com/articles/?p=195855 Genesys Predictive Engagement prerequisites].<p></p>
 
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
 
{{!}}-
 
{{!}}-
−
{{!}}{{!}}'''Task'''<br />
+
{{!}}{{!}}'''Task'''
−
{{!}}{{!}}'''Notes'''<br />
+
{{!}}{{!}}'''Notes'''
 
{{!}}-
 
{{!}}-
−
{{!}}{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Tracking_snippet|display text=Add the Genesys Predictive Engagement snippet to your website}}<br />
+
{{!}}{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Tracking_snippet|display text=Add the Genesys Predictive Engagement snippet to your website}}
−
{{!}}{{!}}<br />
+
{{!}}{{!}}
 
{{!}}-
 
{{!}}-
−
{{!}}{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Web_tracking|display text=Configure web tracking in Genesys Predictive Engagement}}<br />
+
{{!}}{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Web_tracking|display text=Configure web tracking in Genesys Predictive Engagement}}
−
{{!}}{{!}}<br />
+
{{!}}{{!}}
 
{{!}}}
 
{{!}}}
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Stage 2 - The customer receives a chat offer
+
|sectionHeading=Stage 2: Customer receives a chat offer
 
|anchor=Stage2
 
|anchor=Stage2
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
 
|image=GPE_customer_receives_chat_offer_diagram.png
 
|image=GPE_customer_receives_chat_offer_diagram.png
−
|structuredtext=For this example, let's say your customer browses through the promotional offers on your website and eventually adds items to the cart. The customer then leaves the shopping cart and continues to browse the website. The browsing continues for several minutes, but nothing new is added to the shopping cart. The likelihood that the customer will abandon the shopping cart and leave the website increases, so a popup window appears on-screen, inviting the customer to chat with an agent.  
+
|structuredtext=For this example, let's say your customer browses through the promotional offers on your website and then adds items to the cart. The customer leaves the shopping cart and continues to browse the website. The customer continues browsing for several minutes, but doesn't adding anything else to the shopping cart. The likelihood of the customer abandoning the shopping cart and leaving the website increases, so a popup window appears on-screen, inviting the customer to chat with an agent.  
  
 
For this scenario to happen, create a widget (Version 2) for web chat and configure Genesys Predictive Engagement, as outlined in the following tables.
 
For this scenario to happen, create a widget (Version 2) for web chat and configure Genesys Predictive Engagement, as outlined in the following tables.
 
|structuredtextwide====Widget configuration===
 
|structuredtextwide====Widget configuration===
−
To add the widget for web chat (Version 2) to your website, follow the instructions below. Click the links to see detailed procedures and samples.
+
The following table provides links to procedures and samples for adding the widget for web chat (Version 2) to your website.
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
 
{{!}}-
 
{{!}}-
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{{!}}{{!}}<br />
 
{{!}}{{!}}<br />
 
{{!}}}
 
{{!}}}
−
 
  
 
===Genesys Predictive Engagement configuration===
 
===Genesys Predictive Engagement configuration===
−
To configure Genesys Predictive Engagement, complete the following instructions. Pay attention to the Notes column for special instructions or configuration notes. The links take you to the documented procedures in the Genesys Predictive Engagement documentation.
+
The following table provides links to procedures for configuring Genesys Predictive Engagement. Pay attention to the '''Notes''' column for special instructions or configuration notes.
−
 
 
−
 
 
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
 
{{!}}-
 
{{!}}-
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{{!}}{{!}}<br />
 
{{!}}{{!}}<br />
 
{{!}}}
 
{{!}}}
−
 
−
 
 
===Resources===
 
===Resources===
  
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|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Stage 3 - The customer accepts the chat offer and receives a welcome message.
+
|sectionHeading=Stage 3: Customer accepts the chat offer and receives a welcome message
 
|anchor=Stage3
 
|anchor=Stage3
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
 
|image=ChatOffers_Stage3.png
 
|image=ChatOffers_Stage3.png
−
|structuredtext=The customer accepts the chat offer, the chat window opens, and the customer sees the following message: ''Hello, we will be with you shortly.'' This is an example of an auto-response notice. This type of response appears as a system message to the customer.
+
|structuredtext=The customer accepts the chat offer, the chat window opens, and the customer sees an auto-response notice. For example, "''Hello, we will be with you shortly."'' Auto-response notices appear as a system message to the customer.
  
−
A few seconds later, the following message appears: ''Thanks for waiting - how can we help you today?'' This time, a bot avatar appears next to the message. This is a standard auto-response and is bot-generated. The purpose is to extract preliminary information from the customer.
+
A few seconds later, a standard auto-response message appears, which is bot-generated. For example, "''Thanks for waiting - how can we help you today?''" This time, a bot avatar appears next to the message. The purpose is to extract preliminary information from the customer.
−
|structuredtextwide=You can send responses from the chat flow, with the content coming from Genesys Cloud's canned responses. Alternatively, the response can be written directly into the flow. <p class="mw_paragraph">Refer to the Resources section below to learn more about these options and their associated procedures.
+
|structuredtextwide=You can send responses from the chat flow, with the content coming from Genesys Cloud's canned responses. Alternatively, you can write the response directly into the flow. <h3>Resources</h3>For more information about the response options, see the following: <ul><li>[https://help.mypurecloud.com/articles/?p=190600 Inbound chat flows overview]</li><li>[https://help.mypurecloud.com/articles/?p=51965 About canned responses]</li><li>[https://help.mypurecloud.com/articles/?p=181977 Send Response action]</li></ul>
−
<h3>Resources</h3><ul><li>[https://help.mypurecloud.com/articles/?p=190600 Inbound chat flows overview]</li><li>[https://help.mypurecloud.com/articles/?p=51965 About canned responses]</li><li>[https://help.mypurecloud.com/articles/?p=181977 Send Response action]</li></ul>
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Stage 4 - The customer interacts with a chatbot
+
|sectionHeading=Stage 4: Customer interacts with a chatbot
 
|anchor=Stage4
 
|anchor=Stage4
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
−
|image=ChatOffers_Stage4_NoAgent.png
+
|image=GPE_customer_interacts_with_chatbot_diagram.png
 
|structuredtext=In this stage of the journey, the customer begins interacting with a chatbot.  
 
|structuredtext=In this stage of the journey, the customer begins interacting with a chatbot.  
  
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*'''Customer:''' I'm wondering about the return policy on these shoes in my shopping cart. I can't find the information on your website.
 
*'''Customer:''' I'm wondering about the return policy on these shoes in my shopping cart. I can't find the information on your website.
 
*'''Chatbot:''' You have 30 days from the purchase date to return any item purchased on our website.
 
*'''Chatbot:''' You have 30 days from the purchase date to return any item purchased on our website.
−
*'''Customer:''' OK. Thanks. One more question - I want to purchase a loyalty card. Can you help me with that?
+
*'''Customer:''' OK, thanks. One more question; I want to purchase a loyalty card. Can you help me with that?
 
*'''Chatbot:''' Please hold while I transfer you to an agent.
 
*'''Chatbot:''' Please hold while I transfer you to an agent.
−
|structuredtextwide=To enable this type of interaction, complete tasks outlined in the table below.
+
|structuredtextwide=The following table provides links to procedures for allowing this type of interaction.
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
 
{{!}}-
 
{{!}}-
−
{{!}}{{!}}Task<br />
+
{{!}}{{!}}'''Task'''<br />
−
{{!}}{{!}}Notes<br />
+
{{!}}{{!}}'''Notes'''<br />
 
{{!}}-
 
{{!}}-
 
{{!}}{{!}}[https://help.mypurecloud.com/articles/?p=3792 Create a flow in Architect]<br />
 
{{!}}{{!}}[https://help.mypurecloud.com/articles/?p=3792 Create a flow in Architect]<br />
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{{!}}{{!}}<br />
 
{{!}}{{!}}<br />
 
{{!}}}
 
{{!}}}
−
 
  
 
===Resources===
 
===Resources===
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|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Stage 5 - The customer escalates to an agent
+
|sectionHeading=Stage 5: Customer escalates to an agent
 
|anchor=Stage5
 
|anchor=Stage5
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
 
|image=GPE_customer_escalates_to_agent_diagram.png
 
|image=GPE_customer_escalates_to_agent_diagram.png
−
|structuredtext=The chatbot explained the return policy and then asked the customer if there were any more questions:   
+
|structuredtext=The chatbot explained the return policy and then asked whether the customer had any more questions:   
  
 
*'''Chatbot:''' Do you have any further questions?
 
*'''Chatbot:''' Do you have any further questions?
−
*'''Customer:''' Yes, I want to speak to an adviser about purchasing a loyalty card.
+
*'''Customer:''' Yes, I want to speak to an someone about purchasing a loyalty card.
 
*'''Chatbot:''' Please hold for a customer service associate.
 
*'''Chatbot:''' Please hold for a customer service associate.
  
−
At this point, you can decide which queue you want to route the customer to. You have two general options: use the suggested queue or define a queue.  
+
At this point, you can decide which queue to route the customer to. You have two general options: use the suggested queue or define a queue.  
 
===Use suggested queue===
 
===Use suggested queue===
−
For this option, you can use the queue defined in the Genesys Predictive Engagement {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Route|display text=Route to a target}} option. If no queue is specified in Predictive Engagement, you can use the default queue specified in the website configuration.  
+
You can use the queue defined in the Genesys Predictive Engagement {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Route|display text=Route to a target}} option. If no queue is specified in Predictive Engagement, you can use the default queue specified in the website configuration.  
 
===Define a queue===
 
===Define a queue===
 
If you don't want to use the suggested queue, you can use data actions to do the following:
 
If you don't want to use the suggested queue, you can use data actions to do the following:
  
−
*Perform a detail visitor lookup in Genesys Predictive Engagement and then suggest a queue based on the search results. For example, if the lookup shows the customer is likely ready to buy something, then it would suggest you route to a live agent in a sales queue.<br />
+
*Perform a visitor lookup in Genesys Predictive Engagement and then suggest a queue based on the search results. For example, if the lookup shows the customer is likely ready to buy something, it suggests that you route to a live agent in a sales queue.
 
*Choose a queue based on some other pre-defined criteria:  
 
*Choose a queue based on some other pre-defined criteria:  
 
**Data dips allow customers to gather specific metrics about a given queue before making a decision.
 
**Data dips allow customers to gather specific metrics about a given queue before making a decision.
 
**Use schedules to determine which queue to route to.
 
**Use schedules to determine which queue to route to.
−
|structuredtextwide=The tasks required to complete this section depend on your routing choices. See the Resources section below to learn more about routing and queue configuration.
+
|structuredtextwide=The tasks required for stage 5 depend on your routing choices.  
 +
 
 
===Resources===
 
===Resources===
 +
For more information about routing and queue configuration, see the following:
  
 
*[https://help.mypurecloud.com/articles/?p=563 Interaction routing configuration]
 
*[https://help.mypurecloud.com/articles/?p=563 Interaction routing configuration]

Revision as of 19:27, February 12, 2021

Genesys Cloud and Genesys Predictive Engagement offer advanced routing, auto-response, and AI capabilities that provide customized chat solutions to customers.

About web messaging

Feature coming soon: Web messaging

This guide only applies to customers who are using web chat. If you are a Genesys Cloud customer, we encourage you to use the new web messaging feature to replace web chat.

Solution overview

The advanced chat solution is a fully customizable and flexible solution that allows you to send targeted and tailored chat offers to your customers.

Highlights:

  • Advanced routing capabilities
    • Make routing decisions based on the needs and profile of the customer
    • Update routing decisions dynamically, even within a chat flow
    • Define the circumstances, such as business hours and schedules, in which a chat is routed to either a chatbot or a human agent
  • Auto-response capabilities
    • Send an automatic notification to the customer - Thanks for contacting us; we will be with you shortly.
    • Send a standard bot-generated message - Thanks for waiting. How may we help you today?
  • Powered by AI
    • Call on a chatbot to handle interactions
    • Use the predictive engagement features to monitor engagements, predict behavior, and respond according to configured action maps

How it works

To illustrate how these advanced chat features can enhance the customer journey, let's look at a typical customer journey. For the purposes of this article, let's say the customer is shopping online. We'll break the journey down into five stages:

  • Stage 1: Customer visits a website configured with Genesys Predictive Engagement.
    • Task: Add the Genesys Predictive Engagement snippet to your website and configure web tracking in Predictive Engagement.
  • Stage 2: Customer receives a chat offer.
    • Task: Add a web chat widget to your website and configure Genesys Predictive Engagement.
  • Stage 3: Customer accepts the chat offer and receives a welcome message.
    • Task: Configure auto-responses.
  • Stage 4: Customer interacts with a chatbot.
    • Task: Configure the chat flow, link a chat flow to a web chat widget, and call on a chatbot.
  • Stage 5: Customer escalates to an agent.
    • Task: Define the routing strategy.

The following sections describe these pivotal stages of the journey, and reference the steps and procedures required to complete that stage of the journey.

Stage 1: Customer visits the website

In the first stage of the customer journey, the customer visits the website, which is configured with Genesys Predictive Engagement. Predictive Engagement monitors the customer's engagement and decides how and when to engage the customer to achieve a defined desired outcome.
To allow Genesys Predictive Engagement to monitor the customer journey, complete the instructions in the following table.
Important
First, ensure that you meet all Predictive Engagement prerequisites.
Task Notes
Add the Genesys Predictive Engagement snippet to your website
Configure web tracking in Genesys Predictive Engagement

Stage 2: Customer receives a chat offer

For this example, let's say your customer browses through the promotional offers on your website and then adds items to the cart. The customer leaves the shopping cart and continues to browse the website. The customer continues browsing for several minutes, but doesn't adding anything else to the shopping cart. The likelihood of the customer abandoning the shopping cart and leaving the website increases, so a popup window appears on-screen, inviting the customer to chat with an agent.

For this scenario to happen, create a widget (Version 2) for web chat and configure Genesys Predictive Engagement, as outlined in the following tables.

Widget configuration

The following table provides links to procedures and samples for adding the widget for web chat (Version 2) to your website.

Task
 Notes
Create the widget and route it to a chat flow
 Follow the Version 2 widget procedures to complete this task.
Add the deployment key to your website

Genesys Predictive Engagement configuration

The following table provides links to procedures for configuring Genesys Predictive Engagement. Pay attention to the Notes column for special instructions or configuration notes.

Task
 Notes
Create a segment in Genesys Predictive Engagement
Create an outcome in Genesys Predictive Engagement
Build an action map in Genesys Predictive Engagement
 Important: Make sure to select web chat as the engagement method.
Apply an action map to your website
Route to a target queue
 Important: If chatbots will handle interactions, do not enable Route if agents available.
Design the chat offer and chat window

Resources

Stage 3: Customer accepts the chat offer and receives a welcome message

The customer accepts the chat offer, the chat window opens, and the customer sees an auto-response notice. For example, "Hello, we will be with you shortly." Auto-response notices appear as a system message to the customer.

A few seconds later, a standard auto-response message appears, which is bot-generated. For example, "Thanks for waiting - how can we help you today?" This time, a bot avatar appears next to the message. The purpose is to extract preliminary information from the customer.
You can send responses from the chat flow, with the content coming from Genesys Cloud's canned responses. Alternatively, you can write the response directly into the flow.

Resources

For more information about the response options, see the following:

Stage 4: Customer interacts with a chatbot

In this stage of the journey, the customer begins interacting with a chatbot.

  • Chatbot: Thanks for waiting - how can we help you today?
  • Customer: I'm wondering about the return policy on these shoes in my shopping cart. I can't find the information on your website.
  • Chatbot: You have 30 days from the purchase date to return any item purchased on our website.
  • Customer: OK, thanks. One more question; I want to purchase a loyalty card. Can you help me with that?
  • Chatbot: Please hold while I transfer you to an agent.

The following table provides links to procedures for allowing this type of interaction.

Task
 Notes
Create a flow in Architect
 Ensure that the flow is linked to the widget for web chat. See Stage 2.
Call on a chatbot for a supported chatbot integration

Resources

Stage 5: Customer escalates to an agent

The chatbot explained the return policy and then asked whether the customer had any more questions:

  • Chatbot: Do you have any further questions?
  • Customer: Yes, I want to speak to an someone about purchasing a loyalty card.
  • Chatbot: Please hold for a customer service associate.

At this point, you can decide which queue to route the customer to. You have two general options: use the suggested queue or define a queue.

Use suggested queue

You can use the queue defined in the Genesys Predictive Engagement Route to a target option. If no queue is specified in Predictive Engagement, you can use the default queue specified in the website configuration.

Define a queue

If you don't want to use the suggested queue, you can use data actions to do the following:

  • Perform a visitor lookup in Genesys Predictive Engagement and then suggest a queue based on the search results. For example, if the lookup shows the customer is likely ready to buy something, it suggests that you route to a live agent in a sales queue.
  • Choose a queue based on some other pre-defined criteria:
    • Data dips allow customers to gather specific metrics about a given queue before making a decision.
    • Use schedules to determine which queue to route to.

The tasks required for stage 5 depend on your routing choices.

Resources

For more information about routing and queue configuration, see the following:

Retrieved from "https://all.docs.genesys.com/Solution/ChatSolutions (2025-06-19 23:32:34)"
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