![]() ![]() The title of a web chat is always Web Chat. A conversation session begins when a customer accepts an invitation to chat or starts a web chat on their own.A web session begins when a customer comes to a webpage where the tracking snippet is deployed.web sessionsĪgents see separate session cards for web sessions and conversation sessions: If an action map uses an Architect flow action, you can use these events to trigger that action map. You can use these events and their corresponding attributes to create segments and outcomes. Customer abandons (ends the session before the agent wraps it up).For more information about creating wrap-up codes, see About wrap-up codes.Ĭonversation events in segments, outcomes, and action mapsĭuring a conversation, we record the following events: When an agent assigns a wrap-up code to end a call or chat, the wrap-up code replaces the status.Ended by Customer: Customer abandoned the call or chat.Waiting: Customer is in the queue and waiting for an agent to accept the interaction.Conversation session ended and the agent assigned a wrap-up code. For a full understanding of how Session works, read the Session. Service Nodes act as servers which store messages, and a set of nodes which allow for onion routing functionality obfuscating users IP addresses. Customer ended the conversation before the agent could assign a wrap-up code. Session integrates directly with Oxen Service Nodes, which are a set of distributed, decentralized and Sybil resistant nodes. The following table explains the significance of the session card colors.Ībandoned. Journey map (visible when card is expanded)Īs a conversation session progresses, the icon displayed in the session card may change.Conversation session cardsĪgents see a separate session card for each conversation session. For more information, see About external contacts. Agents can also verify a customer manually. When a customer comes to your website, we attempt to verify their identity using their personal identifiable information (phone number or email address). Communication (messages, voice clips, photos, and files) between users is end-to-end encrypted using the Session protocol, a derivative of the Signal protocol. It uses a randomly generated 66-digit alpha-numeric number for user creation/identification. Customer starts a web messaging interaction Session does not require a telephone number or email address to create an account.Customer starts a chat on a web page (reactive chat).Genesys Predictive Engagement offers a chat and the customer accepts the offer.Customer calls the support center (inbound call).Genesys Predictive Engagement supports the following channels as conversation sessions: If you have any other questions or concerns, feel free to let us know.Note: Both web chats and phone calls can occur within a single conversation session. Thank you for your feedback and suggestions! We appreciate your input and will take them into consideration for future updates. The only solution I have found so far is to quit the app and restart it. It would appear that the bug is triggered when the user minimizes the video to look at some thing in the chat and then goes back to the video. Re-unlocking the iPad and going back to the video doesn’t fix the problem it just occurs again. Also, at least the iPad version of the app has a bug in which it often doesn’t prevent the screen from locking during a video call the screen dims and then eventually shuts off, both on low-power mode and regular mode. changing the font size via the iOS Text Size feature in the Control Center Larger versions of the emoji reactions to messages they’re super tiny right now An option for a delay on the screen lock requiring authentication to get back into the app (30 seconds, one minute, five minutes, etc.) Want to build from source, report a bug, or just take a look at our code? Check out Session on GitHub: Take back your online privacy today - download Session. Session is built and maintained by the OPTF, Australia’s first privacy tech not-for-profit organisation. Session is free as in free speech, free as in free beer, and free of ads and trackers. Free and open-source: Don’t take our word for it - check Session's code yourself.Secure attachments: Share voice snippets, photos, and files with Session's secure encryption and privacy protections.Closed groups: Private, end-to-end encrypted group chats for up to 100 people.IP address protection: Device IP addresses are never exposed to the person you're talking to or the servers holding your data.No metadata logging: Session doesn't store, track, or log your messaging metadata.Decentralised server network: No data breaches, no central point of failure.Fully anonymous account creation: No phone number or email needed to create a Session ID.No one ever knows who you’re talking to, what you’re saying, or even your IP address. And with Session’s private routing protocols, your messages are completely anonymous. With no central servers, Session can’t leak or sell your data. Session is a new breed of private messenger, built on a unique network of user-operated servers spread all over the world. ![]()
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