DevDrop 9b: Predictive Engagement Journey Tracking in Web Messaging using the record command

Web messaging is Genesys Cloud's latest messaging client. With web messaging a user can visit your site, converse with an agent, drop off and then return to the site later and pick up their conversation where they left off. In this video, Michal Krzywonos a software engineer on the Predictive Engagement team will introduce you to the Predictive Engagement web messaging journey plug-in. This plug-in allows managers, supervisors, and agents to view the entire customer journey data that relates to the web messaging interaction. This video will specifically cover the Journey plugin's record command and demonstrate how to change the default behavior of the plugin, along with capturing custom journey data. For more information on web messaging and predictive engagement please visit: https://help.mypurecloud.com/articles/about-web-messaging/