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Genesys Chat Legal Notices

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Genesys Customer Care links:

Genesys Care Support Guide for On-Premises
Genesys Customer Care website

Licensing:

Genesys Licensing Guide
Licensing section of the Genesys Migration Guide

Information on supported hardware and third-party software is here:

Supported Operating Environment Reference
Genesys Supported Media Interfaces Guide
Genesys Interoperability Guide

[+] July 20, 2021

July 20, 2021

Chat Server (8.5.314.02)

When Cassandra High Availability (HA) is enabled, Chat Server can now be forced to save the current content of the chat session transcript to Universal Contact Server (UCS), along with saving it in Cassandra, when a qualified event is produced within the async chat session. The new configuration option transcript-auto-ucs-mode controls this behavior.
Chat Server can now provide the additional parameter, InteractionId, to any ESP request. Using this parameter overrides the value of the InteractionId KVP within the user data, which is used by Chat Server to identify the chat session.
Support for the following operating systems. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
- Windows Server 2019
- Red Hat Enterprise Linux 8
Support for Hyper-V 2019. See the Virtualization Platform support page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all prerequisites.

[+] February 19, 2021

February 19, 2021

Chat Server (8.5.312.10)

Introduced a new configuration option, session-restore-extend-by. This option enables a session restoration using Agent Desktop or the Workflow, and helps improve async chat High Availability (HA) mode when a customer is offline for a long period of time and Chat Server needs to be restarted.
Introduced a new configuration option, session-restore-do-purge. This option purges the chat session from the Chat Server instance that was processing the chat session before the session was restored. This option can be helpful in chat deployments where the chat session might accidentally be moved to another instance of Chat server.
Introduced new health metrics for Chat Server including the ability to request metrics in Prometheus format, as well as the addition of:
- Application version (AppVersion), and seconds elapsed since Chat Server instance began (SecondsRunning).
- The estimated total size of all chat sessions transcript content (mem_sessions_now_size in sessions).
- Flex-push GMS-related health metrics, including the number of nodes connected and the number of sessions associated with the nodes.

[+] May 15, 2020

May 15, 2020

Chat Server (8.5.311.06)

For a deployment with multiple GMS clusters, which is needed for multi-data center operations, Chat Server now selects a GMS node from another cluster if the cluster that was registered initially, is empty (in other words, all GMS nodes in this cluster are down).
New health metrics for Chat Server, including the application name and the identifier (DBID), have been introduced. These metrics, together with an existing process identifier value, can be used in monitoring for capturing Chat Server application restart occurrences.
New health metrics mem_sessions_launched and mem_sessions_disposed have been introduced. These metrics are intended to report how many chat sessions Chat Server keeps in its memory.
Chat Server now correctly sets idle alert timeout after a session restoration, taking in account the idle waiting time before the restoration. Previously, Chat Server was resetting idle alert timeout completely after a session restoration.

[+] March 12, 2020

March 12, 2020

Chat Server (8.5.310.09)

The values for configuration options include-notices (section [inactivity-control]) and async-idle-notices (section [settings]) have been extended to add the value "major2", which now includes custom notifications, along with major option values.

[+] December 19, 2019

December 19, 2019

Chat Server (8.5.309.17)

Introduced a new ESP request, PlaceOnHold, that allows the workflow to place async chat interactions on hold.
Introduced support for Interaction Acceptance Report in Genesys Customer Experience Insights (GCXI), which is used to view statistics such as the amount of time it took for agents to accept interactions, and the number and percentage of interactions that were accepted quickly, or with a delay.
Introduced new Key Performance Indicator (KPI) health counters which report the number of async and dormant chat sessions present in the workflow.

[+] September 16, 2019

September 16, 2019

Chat Server (8.5.308.06)

Improvements in ESP request handling:
- Introduced a new parameter async-idle-reset in the request ConfigureSession that resets async idle timers.
- Introduced a new ScriptPos attribute to the response for Notice Method.

[+] May 31, 2019

May 31, 2019

Chat Server (8.5.307.04)

Chat Server now supports Cassandra 3.11 in HA (high-availability) mode.
Support for two new historical reports for GCXI: Chat Engagement Report and Chat Session Report.
A new configuration option, async-chat-enforce, forces Chat Server to process all chat sessions as async.
The addition of the following ESP methods: CloseSession, GetMessages, and GetSessionInfo. Refer to the Chat Server documentation for more information.
The following pages were added to the Chat Server documentation:
- Overview
- Deployment guidelines for async and regular chat

[+] March 26, 2019

March 26, 2019

Chat Server (8.5.306.03)

Support for Oracle Linux 7 operating system. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
Chat Server now supports outbound chat sessions which were introduced in messaging channels like WhatsApp and others.
In GMS Chat API Version 2, Chat Server now provides reason codes to explain how a customer has quit a chat session.
Chat Business Process Sample is now a separate component and no longer included with the Chat Server IP.

Chat Business Process Sample (8.5.306.05)

Chat Business Process is a new component which was previously shipped with the Chat Server IP. This business process provides a sample workflow which demonstrates how to process chat interactions for both regular and asynchronous chat with different channels including web chat, Apple Business Chat, and WhatsApp.

[+] January 11, 2019

January 11, 2019

Chat Server (8.5.304.04)

The Async chat SQL script for Interaction Server is now provided for MS SQL Server, and Oracle and PostgreSQL databases.

[+] October 17, 2018

October 17, 2018

Chat Server (8.5.303.01)

There were no new features in this release however the following issue was resolved:
- Chat Server no longer relays details about errors from Universal Contact Server to Genesys Mobile Services (GMS). Previously, when creating or restoring a chat session, GMS could disclose too much information in the response.

[+] September 27, 2018

September 27, 2018

Chat Server (8.5.302.03)

Several improvements for async reporting statistics calculation.

[+] August 22, 2018

August 22, 2018

Chat Server (8.5.301.06)

Chat Server now supports asynchronous mode for chat sessions:
- Chat sessions can now be declared as "async" where Chat Server applies a specific method for handling such sessions:
  - For async chat sessions, Chat Server now detects when a chat session is placed on hold (in other words, is placed in a "dormant" state).
  - For dormant chat sessions, Chat Server now signals the workflow when a customer replies or an async idle timeout expires.
  - Chat Server closes an async chat session if no activity is detected for the configured amount of time.
    Note: The following new options, async-idle-alert , async-idle-close , async-idle-notices were introduced in this release. Please see the Chat Server page in the eServices Options Reference Guide for information on all Chat Server-related options.
- The Chat Server IP provides a sample IRD/URS workflow which demonstrates the integration for an async chat session.
- The reporting statistic calculation for async chat sessions now considers the nature of async communication between a customer and an agent.
Chat Server now supports UCS 9.1 in compatibility mode only (in other words, configured as pairs of primary and backup applications).
Support for CentOS Linux 7 operating system. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
Chat Server now includes security improvements as a fix for vulnerability CVE-2017-9765.

[+] August 23, 2017

August 23, 2017

Chat Server (8.5.201.05)

Redesigned Chat Server IP to align with new Genesys branding.
Chat Server now accepts event attributes in nested lists in ESP requests from a workflow.
A new configuration option, allow-duplicated-kvp, allows you to prohibit duplicated key-value pairs in userdata and event attributes in chat protocol requests.
Chat Server now attaches an additional set of chat session characteristics at the end of each chat session. For more information on these chat session characteristics, refer to the Chat Server Reporting Data section in the Administrator's Guide.
Chat Server now allows you to retain the latest version of the intermediate transcript in the Cassandra Database when Cassandra is used for High Availability mode.

For a complete list of new features in the 8.5.x release, please see Chat Server Release Notes.

allow-duplicated-kvp

Section: settings
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.201.05

With a value of "false", Chat Server will return an error when any duplicated key-value pairs (for example, pairs with the same key name) in userdata or event attributes in chat protocol requests are provided. With a value of "true", Chat Server will ignore such conditions (and will use the value from the latest key-value pair).

Attention: While the backward compatibility default value is set to "true", it is recommended it be set to "false" for more controlled behavior.

async-idle-notices

Section: settings
Default Value: major
Valid Values: none, major, major2, typing, all
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)
Modified: 8.5.310.09

Specifies which notifications count as async chat session activity for the purpose of inactivity control.

all: All user notifications are included (custom, push URL, typing on/off, update nickname).
major: Only major notifications are included (push URL, file uploaded, file deleted).
major2: Extends the major value with custom notifications.
none: All notifications are excluded.
typing: Only major and "typing on" notifications are included.

async-idle-close

Section: settings
Default Value: 3600
Valid Values: Any integer from 1-1728000
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)

Specifies, in seconds, a timeout that starts after "async-idle-alert" (enabled only for async chat sessions). If any qualifying activity occurs, (see "async-idle-alert" for a description of what qualifies as activity), the timeout stops and "async-idle-alert" timer is reset. If no qualifying activity is detected during this timeout, Chat Server:

Sends the IDLE_CONTROL_CLOSE notice with a message specified by the value of the "message-close" option (in the section [inactivity-control]).
Closes the chat session.

async-idle-alert

Section: settings
Default Value: 86400
Valid Values: Any integer from 1-1728000
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)

Specifies an inactivity alert timeout (in seconds) which is enabled only for async chat sessions. The inactivity timeout is set (or reset) for a session after any of the following activities: agent joined or left, any chat participant sent a message or a notice (as defined by "async-idle-notices"). If no qualifying activity is detected during this timeout, Chat Server:

Sends the IDLE_CONTROL_ALERT notice with a message specified by the value of the "message-alert" option (in the section [inactivity-control]).
Updates the interaction properties: GCTI_Chat_AsyncStatus=3 and GCTI_Chat_AsyncCheckAt={time to check interaction at}.
Starts the timeout specified by the value of the "async-idle-close" option.

async-chat-enforce

Section: settings
Default Value: none
Valid Values: none, flex, basic, both
Changes Take Effect: Immediately
Introduced: 8.5.307.04

Specifies when Chat Server forces chat sessions to run in async mode.

none: no forcing is applied.
flex: chat sessions run in async mode, when started via flex chat protocol.
basic: chat sessions run in async mode, when started via basic chat protocol.
both: all chat sessions run in async mode.

async-idle-notices

Specifies which notifications count as async chat session activity for the purpose of inactivity control.

all: All user notifications are included (custom, push URL, typing on/off, update nickname).
major: Only major notifications are included (push URL, file uploaded, file deleted).
major2: Extends the major value with custom notifications.
none: All notifications are excluded.
typing: Only major and "typing on" notifications are included.

include-notices

Section: inactivity-control
Default Value: major
Valid Values: none, major, major2, typing, all
Changes Take Effect: Immediately
Modified: 8.5.310.09

Specifies which notifications count as chat session activity for the purpose of inactivity control.

all: All user notifications are included (custom, push URL, typing on/off, update nickname).
major: Only major notifications are included (push URL, file uploaded, file deleted).
major2: Extends the major value with custom notifications.
none: All notifications are excluded.
typing: Only major and "typing on" notifications are included.

session-restore-do-purge

Section: settings
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.312.10

Enables or disables sending purging requests to Chat Server which handles the chat session before it is restored in this instance.

session-restore-extend-by

Section: settings
Default Value: none
Valid Values: none, agent, esp, both
Changes Take Effect: Immediately
Introduced: 8.5.312.10
Modified: 8.5.316.02

Specifies how Chat Server enables the session restoration from agent desktop and workflow:

none: The functionality is disabled.
agent: Allows Agent Desktop to start a session restoration.
esp: Allows the Workflow to start a session restoration.
both: Allows both Agent Desktop and Workflow to start a session restoration.

allow-duplicated-kvp

Section: settings
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.201.05

Attention: While the backward compatibility default value is set to "true", it is recommended it be set to "false" for more controlled behavior.

async-idle-notices

Specifies which notifications count as async chat session activity for the purpose of inactivity control.

all: All user notifications are included (custom, push URL, typing on/off, update nickname).
major: Only major notifications are included (push URL, file uploaded, file deleted).
major2: Extends the major value with custom notifications.
none: All notifications are excluded.
typing: Only major and "typing on" notifications are included.

async-idle-close

Sends the IDLE_CONTROL_CLOSE notice with a message specified by the value of the "message-close" option (in the section [inactivity-control]).
Closes the chat session.

async-idle-alert

Sends the IDLE_CONTROL_ALERT notice with a message specified by the value of the "message-alert" option (in the section [inactivity-control]).
Updates the interaction properties: GCTI_Chat_AsyncStatus=3 and GCTI_Chat_AsyncCheckAt={time to check interaction at}.
Starts the timeout specified by the value of the "async-idle-close" option.

async-chat-enforce

Section: settings
Default Value: none
Valid Values: none, flex, basic, both
Changes Take Effect: Immediately
Introduced: 8.5.307.04

Specifies when Chat Server forces chat sessions to run in async mode.

none: no forcing is applied.
flex: chat sessions run in async mode, when started via flex chat protocol.
basic: chat sessions run in async mode, when started via basic chat protocol.
both: all chat sessions run in async mode.

async-idle-notices

Specifies which notifications count as async chat session activity for the purpose of inactivity control.

all: All user notifications are included (custom, push URL, typing on/off, update nickname).
major: Only major notifications are included (push URL, file uploaded, file deleted).
major2: Extends the major value with custom notifications.
none: All notifications are excluded.
typing: Only major and "typing on" notifications are included.

include-notices

Section: inactivity-control
Default Value: major
Valid Values: none, major, major2, typing, all
Changes Take Effect: Immediately
Modified: 8.5.310.09

Specifies which notifications count as chat session activity for the purpose of inactivity control.

all: All user notifications are included (custom, push URL, typing on/off, update nickname).
major: Only major notifications are included (push URL, file uploaded, file deleted).
major2: Extends the major value with custom notifications.
none: All notifications are excluded.
typing: Only major and "typing on" notifications are included.

session-restore-do-purge

Section: settings
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.312.10

Enables or disables sending purging requests to Chat Server which handles the chat session before it is restored in this instance.

session-restore-extend-by

Section: settings
Default Value: none
Valid Values: none, agent, esp, both
Changes Take Effect: Immediately
Introduced: 8.5.312.10
Modified: 8.5.316.02

Specifies how Chat Server enables the session restoration from agent desktop and workflow:

none: The functionality is disabled.
agent: Allows Agent Desktop to start a session restoration.
esp: Allows the Workflow to start a session restoration.
both: Allows both Agent Desktop and Workflow to start a session restoration.

Genesys Engage Chat

The Genesys Engage Chat channel is part of the Genesys Engage Digital (eServices) platform. It leverages the same queuing and routing engine used for all media types (voice, digital, and social) to route chats to agents based on resource skills and availability, as well as the customer's contact history. A unified agent desktop and reporting components round out the solution.

Genesys Engage Chat also has the following capabilities:

Mobile chat, which provides push notifications and chat for mobile apps.
Asynchronous chat, which enables users to connect with enterprises on their own terms and continue the conversation whenever they have free time. They can send a message when no agents are available and chat sessions will continue even when neither party is active on the session.

What's New

All 9.x products	9.x Genesys Engage Chat Release Notes
Product	Component	Latest	Starting
Chat Server

	Chat Business Process Sample	8.5.309.12	8.5.306.05
	Chat Server	8.5.316.02	8.5.201.05

Documentation

Chat Server Administration Guide

Get recommendations for monitoring and adjusting your Chat Server configuration.

Chat Server Administration Supplement (Restricted)

This supplement provides additional information to the Chat Server Administration Guide

Configuration Options

Find the latest information on configuration options for selected eServices components:

Options Reference (Current)
Reference Manual (Valid up to March 2015)

More Release Information

Other Genesys Resources

Legal Notices

This page was last edited on September 18, 2020, at 13:39.

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