WebChatService
Overview
WebChatService exposes a high-level API for utilizing Genesys chat services. You can you use these services for monitoring and modifying a chat session on the front-end or for developing your own custom WebChat widgets. Rather than developing a custom chat UI and using the chat REST API, using WebChatService drastically simplifies integration and greatly improves reliability, features, and compatibility on the bus for all widgets.
Usage
WebChatService and the matching WebChat widget work together right out of the box and they share the same configuration object. Using WebChat uses WebChatService.
You can also use WebChatService as a high-level API using bus commands and events to build your own WebChat widget or other UI features based on WebChatService events.
Namespace
WebChat Service plugin has the following namespaces tied-up with each of the following types.
| Type | Namespace |
|---|---|
| Configuration | webchat |
| CXBus - API Commands & API Events | WebChatService |
Customization
WebChatService has many configuration options but no customization options. It is meant as a plug-n-play type of plugin and works as-is.
Limitations
Active WebChat in multiple browser tabs
When WebChat is opened across multiple browser tabs, WebChatService plugin supports having the same active chat session synced across all those tabs. This includes resuming the state of active WebChat session in a new browser tab if it is already opened in a different browser tab and having the states of any new incoming messages synced across all WebChat instances opened in different tabs.
That said, the following limitations apply:
- Supported only in REST mode. Not well supported in the CometD mode.
- During the active Chat session, the user inactivity messages or error dialog messages may not always be the same across all WebChat instances.
- The number of unread or new messages count may not always be the same across all WebChat instances.