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Will Patterson

Joined May 13, 2021

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Last activity Oct 25, 2021

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Latest activity by Will Patterson

Will Patterson commented,

CommentWeb Widget documentation

Follow up on the potential Gainsight PX integration:

  • I already have audience-specific bots/experiences in place - I would love to be able to have a tab on each of those that would be pointing to that respective audience's flow.
  • I would want to be able to pass along user and account attributes through the chat. Though it wouldn't be the end of the world if in the first few iterations we ask that user to provide us with their email before initiating a chat session or escalation to create a ticket.

Another question now that I'm thinking about it:

  • Let's say we don't want this to be a bot in the bottom right - what if I have my UI team build a button or section within our product for this. Would it be difficult to just embed this in a UI element?

View comment · Posted Mar 11, 2021 · Will Patterson

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Will Patterson commented,

CommentWeb Widget documentation

We have a similar bot through Gainsight PX on our product. We're interested in potentially including this in our own products, but I have a few questions:

  • The code snippet to install this on our front end looks simple enough, but I was curious if I could include variables from product and make those available to the flow? ie. An admin signs into our product, I want them to have a different flow than a different end-user. Or more importantly - an enterprise customer signs in - I might want them to speak with a engineer immediately.  Does the Web SDK allow for user and account identifiers? I'll include a screenshot of what I have in PX today.
  • Can I control the size, shape, location of the bot? This will be important because there could be cases where we may want two bots to coexist.
  • I know there is already a ZenDesk integration w/ Gainsight PX - are there any plans of furthering that? namely - if we have this feature as apart of our plan - why not leverage the powerful audience-building tools and bot already installed on all of our products and have the chat/flow portion be it's own tab in the Gainsight PX Knowledge Center Bot? 



View comment · Posted Mar 11, 2021 · Will Patterson

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