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How Do I Configure Genesys Webchat?

Important
Premier Edition customers MUST use version 1.1.8 of Genesys Webchat.
VCC263 Chat Config.png

How is this option activated?

Since this option is not automatically deployed to all customers, a Production Support (PS) ticket must be submitted to Genesys Customer Care that includes the following information:

  • The customer user name and Subscriber ID.
  • The choice of media channel(s), which can be:
    • chat only
    • email only
    • both chat and email
  • The publicly accessible URL where the chat widget will reside. If your URL differs from the usual domain host and port, for example, sales.mycompany.com:80, you need to supply the full protocol (HTTP or HTTPS) and the hostname (domain and port).
  • The company name as it should display in the chat transcript (this display only works if the chat end user provides their email address at the start of the chat).

How do I download Genesys Webchat?

Click here to download Genesys Webchat.

What are the supported web browsers?

Genesys Webchat supports the following browsers:

  • Microsoft Internet Explorer 10+
  • Google Chrome
  • Firefox 15

How do I configure Genesys Webchat?

File reference

File Description
genesys-webchat-demo.html A demo of how to include the Genesys Webchat component on your page. This page represents a page on your site. You may define any per-page userData overrides on each page. View the source to see the example implementation.
genesys-webchat.jquery.options.min.js The main configuration file for Genesys Webchat. Contains all connection, rendering, and proactive engagement options (see the table Genesys Webchat Options). This file must be included for chat to function.
genesys-webchat-window.html The pop-up chat window HTML file. You must point to the location of this file in your configuration.
genesys-webchat-i18n.json Optional multi-language pack as a separate file. You must point to the location of this file in your configuration.
genesys-webchat.jquery.min.js The main Genesys Webchat library. This must be included on the page for overlay to work and inside the popup window HTML file.

Genesys Webchat Options

Property Name Value Required Info
UI settings
mode "overlay", "popup" Y The setting "overlay" mode shows the chat widget on the same page. The setting "popup" opens the chat inside a new window.
template String Y (For "overlay" mode only) Value is equal to the HTML Element ID of the Genesys Webchat template. This value is preset by Genesys.
prefilters Array N (Optional) An array of regular expressions that are used as prefilters to keep matching chat messages from appearing in the chat transcript.
Connection Settings
transport "pod", "apg", "vcc" Y Select the chat server type. Appropriate value provided by Genesys.
id String Y Chat Server Connection ID. Appropriate value provided by Genesys.
dataURL URL Y Chat Server URL. Typically "https://chat_server_host/api/v2/chats". Appropriate value provided by Genesys.
CSRFURL URL Y Chat Server CSRF Security Token URL. Typically "https://chat_server_host/api/v2/diagnostics/version". Appropriate value provided by Genesys.
userData JSON Y Optional data to pass to the chat server, such as "skillLevel" or other arbitrary data.
Popup Window Settings
popupChatWindowHREF URL Y The URL of the Genesys Webchat window (genesys-webchat-window.html). You must host this file and set this URL to point to it.
popupChatWindowOptions String Y Display parameters for the Genesys Webchat popup window, such as dimensions and position. For more information, refer to the specs parameter value at this link.
Flags for Basic Proactive Engagement
ShowInvite Boolean Y Enable/Disable the Chat Invite overlay and associated timers below.
TrackMouseIdle Boolean Y Enable/Disable the use of mouse movement idle time tracking as a basis for displaying the Chat Invite overlay. If set to "true", the ChatInviteDelay countdown will be reset when the user moves his or her mouse. This way the invite only appears when the user is completely idle.
Timers for Basic Proactive Engagement
ChatInvite Do not modify. Internal use only.
ChatInviteMouseIdle Do not modify. Internal use only.
ChatInviteDelay Integer Y The number of milliseconds to wait before displaying the Chat Invite overlay.
HTML References for Basic Proactive Engagement
FloatingChatButton $("selector") Y A JQuery selector identifying the HTML template for the floating chat button.
ChatInviteOverlay $("selector") Y A JQuery selector identifying the HTML template for the Chat invite overlay.
ChatInviteAccept $("selector") Y A JQuery selector identifying the Accept button within the ChatInvitePopup template.
ChatInviteDecline $("selector") Y A JQuery selector identifying the Decline button within the ChatInvitePopup template.

How do I configure the chat entry form?

You can add or remove the inputs below as required for your implementation.

Supported Form Inputs
Type Input Name
First Name firstname
Last Name lastname
Nickname nickname
Subject subject
Email email

Below is an example of a completed entry form:

<div class='form'>
        <label><span class='i18n' data-message='ChatFormFirstName'>First Name</span><input name='firstname'></label>
        <label><span class='i18n' data-message='ChatFormLastName'>Last Name</span><input name='lastname'></label>
        <label><span class='i18n' data-message='ChatFormNickname'>Nickname</span><input name='nickname'></label>
        <label><span class='i18n' data-message='ChatFormSubject'>Subject</span><input name='subject'></label>
        <label><span class='i18n' data-message='ChatFormEmail'>Email</span><input name='email'></label>
        <button class='submit i18n' data-message='ChatFormSubmit'>Start Chat</button>
</div>

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This page was last modified on February 24, 2017, at 10:20.