Genesys Widgets
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What is a Genesys Widget?
Genesys provides streamlined, lightweight widgets for Genesys Cloud. By embedding widgets on your site, you can add customer support backed by your deployment of Genesys Cloud. Genesys Widget is a customer-facing user interface that you can add to your website to add passive and proactive Genesys Cloud–based customer support. Webchat, for example, is a widget. More widgets will be made available in future releases.
Genesys Widgets provide:
- Multi-language support
- Easy setup and configuration
Genesys Widgets are able to integrate with your website scripts. By using the Widget Bus API, you are able to invoke Widget Commands, or receive useful information from Widget Events. For example, you can launch Widgets from your own scripts, or execute custom code when an Widget is closed.
File:CXWChatWidget.png
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Release 8.5=
Current documentation set for Genesys Widgets 8.5
Genesys Widgets 8.5 Release Information
Click below to see New in This Release, Readme, and Product Alerts information for 8.5 releases.
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New in 8.5.x Releases
[+] New in Release 8.5.0
The following new features were added in the 8.5.0 release:
The following new features were introduced in the 8.5.005.30 release:
- Widgets can now subscribe to new chat messages notifications over CometD channel. When enabled, this feature replaces the periodic polling of messages towards Genesys Mobile Services node. In this release, the file transfer functionality is not available when CometD is enabled.
- WebChat and ChannelSelector widgets provide improved behaviour on desktop browsers, as the scrollbar can now be used to scroll the Widget’s content accordingly.
The following new features were introduced in the 8.5.005.08 release:
- Widgets will now honor the timeout value sent by Web Engagement or Engagement Manager during a proactive invite. Once this timeout value expires, the disposition code timeout will be sent, and the invite will be considered ignored.
- Chat Widget can now accept configuration parameters from Web Engagement or Engagement Manager when a proactive Chat Invitation is offered. The features that can be dynamically configured include invitation text, timeout, chat registration data, and bypass registration forms if the user information is known.
- Genesys Widgets now supports seamless integration with Genesys Web Engagement. Customers can now proactively offer Chat, Callback and Send Message widgets using business rules to customers based on monitoring of customer behavior on the web. For more information see Media Integration.
- Genesys Widget can now publish a configurable set of Widget Events to Genesys Web Engagement or Engagement Manager. This feature will allow customers to monitor widget usage for reporting purposes and also take actions based on them via business rules.
The following new features were introduced in the 8.5.004.26 release:
- Customers who are on a phone call will now be able to request co-browsing assistance from the agent via the Channel Selector widget. Customers on chat can continue to start co-browse directly from the Chat Widget.
The following new features were introduced in the 8.5.004.19 release:
- Co-browse with an ongoing call: Co-browse can now be started from the CallUs Widget for users that want to start co-browse while in a call with an agent.
- Chat File Transfer: It is now possible to send and receive files inside of a chat session.
The following new features were introduced in the 8.5.004.09 release:
- Callback Widget: The user is able to request a callback to Genesys Callback. There are three configurable modes:
- Immediate Callback: Callback is requested to be executed as soon as possible.
- Freely Scheduled Callback: Callback is requested at a date and time chosen by the user, within the configurable business hours.
- Capacity-based Scheduled Callback: Genesys Callback capacity is taken into account, in order to offer the user only available time slots for the callback.
- Knowledge Search Widget: This widget allows the web user to search for articles stored in the Genesys Knowledge Center.
- Chat Deflection to Knowledge Center: This capability allows Genesys Knowledge Center results to be visible on the Chat Widget while the user is waiting on the Chat Widget for an agent to join the chat session.
The following new features were introduced in the 8.5.003.17 release:
- ChannelSelector Widget with Estimated Waiting Time: Users can now choose among different customer service channels (phone, chat, message) by using this Widget, and are also informed of the estimated waiting time for each channel.
- CallUs Widget: Displays the phone number and other configurable information for a customer service in your Contact Center.
The following new features were introduced in the 8.5.003.06 release:
- Send Message Widget: Users can now send an email with attachments to customer service. Mobile version of the widget included.
- Links in plain messages: The Chat Widget is able to detect HTTP URLs in plain messages and render them as hyperlinks. Previously, only notices of type PUSH_URL would render as hyperlinks.
- Send and receive CUSTOM notices through API: Received chat notices of type CUSTOM are now published as events through the Widgets Bus.
The following new features were introduced in the 8.5.002.05 release:
- Mobile Browser Support: Widgets now adapts to small screens as well as vertical and horizontal orientations for mobile users.
- Chat Typing Preview: Widgets now supports Typing Preview, a feature by which the agent receives a preview of what the customer is typing before the customer clicks the Send button.
The following new feature was introduced in the 8.5.001.04 release:
- Genesys Web Engagement integration for Proactive Chat
The following new features were introduced in the 8.5.000.11 release:
- Chat Widget
- Co-Browse from Chat
Genesys Widgets 8.5.x Readme
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Copyright
All Genesys software is © Copyright 2016 Genesys Cloud Services, Inc. All rights reserved.
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Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.
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Third Party Software
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Genesys Widgets 8.5.x Product Alerts
The following information applies to Genesys 8.5.x software and is important for you to note.
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= Genesys Widgets Product Alerts =
