External Media Adapter API

The External Media Adapter API can be used to substitute the built-in Co-browse chat with another external media.

Important

External media adapters provide only business functionality. Use Integrated JavaScript Application Main onReady Callbacks to hook into the Co-browse integration UI and elements like the Live Chat button.

An external media can be connected to Co-browse via an adapter. An adapter is a JavaScript object that is assigned to the _genesys.cobrowse.primaryMedia option and implements the specified interface. An external media adapter may implement the following methods:

initializeAsync(done)

Implement the initializeAsync method in your external media adapter when the external media initializes asynchronously and you cannot be sure the external media is ready as it is passed to the instrumentation. This method may start the (asynchronous) external media's initialization or it may subscribe to the initialization if the external media is started elsewhere.

If the initializeAsync method is implemented, the integrated application will call the method and pass it a done callback. You must call the done callback when your media finishes initialization.

Important

Note the following about the initializeAsync method:

• This method is called the Integrated JavaScript Application every time it initializes such as after every page load.
• This method is called before the Live Chat and Co-browsing buttons are shown. The buttons will be shown only after you call the passed done callback in your code.

The following is an example of an external chat adapter named MyChatAdapter:

function MyChatAdapter() {
    // initialize chat
    this.initializeAsync = function(done) {
        $.get('/chat/configuration', function(config) {
            var chat = new MyChat(config);
            // tell cobrowse chat is ready
            done();
        });
    };     
};
 
// or if you have a chat with event-based API that is initiated elsewhere
function MyChatAdapter() {
    this.initializeAsync = function(done) {
        myChat.on('initialized', done);
    };     
};

Tip

You can use the initializeAsync method to restore your external media after a page reload. For example, if you have a chat with a restoreChat function that needs to be called after page reload, you can call this restoreChat method in the initializeAsync method of the external media adapter passed to Co-browse.

Example:

// in the adapter:
myChatAdapter.initializeAsync = function(done) {
    myChat.restoreChat().then(done);
};
 
// ...
// and then in Co-browse instrumentation
var _genesys = {
    cobrowse: {
        primaryMedia: myChatAdapter
    }
};
 
// Now after every page reload Co-browse will automatically restore your chat.

sendCbSessionToken(token)

Implement this method to configure the external media channel to pass the Co-browse session token to the agent. The Co-browse session token is a string consisting of 9 digits.

Example:

myChatAdapter = {
    sendCbSessionToken: function(sessionToken) {
        myChat.sendMessage('User has started Co-browse session: ' + sessionToken);
    }
};

Tip

You may customize how the Co-browse token is passed to the agent. If you use Genesys Interaction Workspace with the Co-browse plugin, you may want the agent to join a Co-browse session as soon as he or she receives the token. To do so, wrap the Co-browse token in a {start:<TOKEN>} message.

Example:

// For example:
myChatAdapter.sendCbSessionToken = function(token) {
  myChat.sendMessage('{start:' + token + '}');
};

isAgentConnected()

Important

This method must return a boolean.

Implement this method to configure the external media channel to pass the Co-browse session token to the agent. The integration module checks the return value of this method before calling the sendCbSessionToken method. If isAgentConnected returns false, the user will be asked to connect with an agent via phone before starting Co-browse. If the isAgentConnected is absent, the user will be asked to connect with an agent via phone or chat before starting Co-browse.