Configuring Genesys Widgets

The CX Widget supports multiple widgets such as Webchat, Web Engagement, and Co-browse. All widgets and services can be configured together in the same configuration object. As you add new Genesys products and services you can update your CX Widget configuration to enable those widgets.

After you deploy the Genesys Widget on your website, you can configure the CX Widget by defining the global window._genesys Javascript object.

You can place this configuration object script inline on your website or put it in a separate javascript file and include it on your page.

Here is a skeleton view of the global CX Widget configuration object:

<script>

        if(!window._genesys)window._genesys = {};
        if(!window._gt)window._gt = [];

        window._genesys.cxwidget = {

                main: {},
                webchat: {},
                gwe: {},
                cobrowse: {}
        };

</script>

The following is an example of a populated Chat Widget configuration including configuration options for Webchat and the optional services Web Engagment (GWE) and Co-browse:

<script>

        if(!window._genesys)window._genesys = {};
        if(!window._gt)window._gt = {};

        window._genesys.cxwidget = {
                main: {

                        theme: "dark",
                        lang: "en",
                        i18n: "http://HOST:PORT/path/to/lanaguages/file.json",
                        customStylesheetID: "genesys_cx_widget_stylesheet"
                },
                webchat: {

                        apikey: "0123456789", // Used for Apigee service only
                        dataURL: "http://HOST:PORT/path/to/chat/service",
                        userData: {},
                        proactive: {

                                enabled: true,
                                idleTimer: 5,
                                cancelTimer: 30
                        },
                        chatButton: {

                                enabled: true,
                                openDelay: 1000,
                                effectDuration: 300,
                                hideDuringInvite: true
                        }
                },
                gwe: {

                        httpEndpoint: "http://HOST:PORT/path/to/gwe/service",
                        httpsEndpoint: "https://HOST:PORT/path/to/gwe/service",
                        dslResource: "http://HOST:PORT/path/to/dslfile.xml"
                },
                cobrowse: {

                        src: "http://HOST:PORT/path/to/cobrowse.min.js",
                        url: "http://HOST:PORT/path/to/cobrowse/service"
                }
        };

</script>

Main Configuration

The CX Widget is a hub for multiple Genesys products and services. Some configuration options are set globally with CX and will apply to all products and services running on the CX Widget platform. In the object below you can configure options such as visual theme and language.

main

Type: object
Default: none
Requirement: Optional
Description: General global settings for the CX Widget

main.theme

Type: string
Default: "light"
Requirement: Optional
Description: Choose between "dark" and "light" themes. Changes the color scheme of the CX Widget

main.lang

Type: string
Default: none
Requirement: Optional
Description: Set the current language using a language code. See more about localization here

main.i18n

Type: string or object
Default: none
Requirement: Optional
Description: Set the localization language pack

main.theme

Type: string
Default: "light"
Requirement: Optional
Description: Choose between "dark" and "light" themes. Changes the color scheme of the CX Widget

Webchat Configuration

Genesys Webchat utilizes our GMS framework for fast and secure access on the cloud. In the below object you can configure the connection settings for your chat server and modify how the webchat widget behaves on your website.

webchat

Type: object
Default: none
Requirement: Optional
Description: Configuration object for webchat (window._genesys.cxwidget.webchat)

webchat.apikey

Type: string
Default: none
Requirement: Optional
Description: For customers utilizing the secure Apigee proxy, they must provide the apikey value to connect. The apikey is provided by Genesys.

webchat.dataURL

Type: string
Default: none
Requirement: Mandatory
Description: A fully qualified web URL to your Genesys Mobile Services API (GMS). Please consult to person in charge of your Genesys environment.

webchat.userData

Type: object
Default: none
Requirement: Optional
Description: An object to pass arbitrary page-specific, product-specific, user-specific values to assist with tracking and routing chats.

Genesys Webchat provides a built-in method of proactively engaging with your customers after they have idled on your webpage for a preset time. Once the timer goes off, an invitation will appear on the screen offering help. If the user accepts the invitation, the Webchat widget will appear for them. You can customize the messaging in this invitation when you setup your "localization options"

webchat.proactive

Type: object
Default: none
Requirement: Optional
Description: The Chat Widget comes with a basic proactive engagement invitation system that uses user input idle tracking.

webchat.proactive.enabled

Type: boolean
Default: false (disabled)
Requirement: Optional
Description: Enable or disable proactive engagement chat invitations.

webchat.proactive.idleTimer

Type: integer (seconds)
Default: 5
Requirement: Optional
Description: The number of seconds the user must be idle —not using mouse or keyboard— before a chat invite appears.

webchat.proactive.cancelTimer

Type: integer (seconds)
Default: 30
Requirement: Optional
Description: The number of seconds before the chat invitation automatically closes if the user does not accept or decline the invitation.

Like the proactive invitation feature, Genesys Webchat also offers a built-in chat button that will float on the right side of your screen by default. You can specify your own HTML and CSS for this button to override the default. This means you can use images or animations or any visual you want. When your customer clicks on this visual, it will start the Webchat widget and hide the chat button automatically. You can set how fast the chat button fades in and out and even set a delay for when it will appear on the screen.

webchat.chatButton

Type: object
Default: none
Requirement: Optional
Description: Configure the built-in chat button to initate a chat

webchat.chatButton.enabled

Type: boolean
Default: false (disabled)
Requirement: Optional
Description: Enable or disable the built-in chat button

webchat.chatButton.openDelay

Type: integer (milliseconds)
Default: 1000
Requirement: Optional
Description: Delay in milliseconds before the chat button will appear upon loading the page or after closing the chat widget

webchat.chatButton.effectDuration

Type: integer (milliseconds)
Default: 300
Requirement: Optional
Description: Duration in milliseconds of the show and hide animation effects

webchat.chatButton.hideDuringInvite

Type: boolean
Default: false (always show)
Requirement: Optional
Description: Hide the chat button when the chat invite view is open

Web Engagement Configuration

CX Widget supports the use of Genesys Web Engagement for monitoring and proactive engagement. If you have a web engagement server deployed you can configure CX Widget to connect to it. See your Genesys Web Engagement administrator for the proper values to use in this configuration section.

gwe

Type: object
Default: none
Requirement: Optional
Description: Configure the Genesys Web Engagement implementation for CX Widget (window._genesys.cxwidget.gwe)

gwe.httpEndpoint

Type: string (url)
Default: none
Requirement: Optional
Description: URL to web engagement service (HTTP)

gwe.httpsEndpoint

Type: string (url)
Default: none
Requirement: Optional
Description: URL to web engagement service (HTTPS)

gwe.dslResource

Type: string (url)
Default: none
Requirement: Required
Description: Monitoring rules file (XML). See more here

Co-browse Configuration

CX Widget supports the use of Genesys Co-browse for sharing your customer's web browser screen with one of your agents and allow agents to control your customer's browsing. If you have a Co-browse server deployed you can configure CX Widget to connect to it. See your Genesys Co-browse administrator for the proper values to use in this configuration section.

cobrowse

Type: object
Default: none
Requirement: Optional
Description: Configure the Genesys Co-browse implementation for CX Widget (window._genesys.cxwidget.cobrowse)

cobrowse.url

Type: string (url)
Default: none
Requirement: Required
Description: URL to Genesys Co-browse service (HTTP)

cobrowse.src

Type: string (url)
Default: none
Requirement: Required
Description: URL to the Co-browse javascript library (hosted on Co-browse server)

Can I modify the Chat Registration Form?

The Chat Registration Form does not currently support modifications. To implement a custom chat registration, you must create your own form, and then use the Widget Bus API to launch the actual Chat Widget with your custom user data, thus bypassing the default Chat Registration Form.