Callback widget not working

Genesys Cloud Integrations Archy
1

Hello,

I'm trying to implement a widget to create callbacks from a website by using Version 2 Widget in Genesys Cloud.

This is the code of the html sample I created:

<html lang="es">
  <head>
    <title>Nexia PoC</title>

    <!-- Required meta tags -->
    <meta charset="utf-8">
    <meta name="viewport" content="width=device-width, initial-scale=1">

    <!-- Bootstrap -->
    <link href="https://cdn.jsdelivr.net/npm/bootstrap@5.1.3/dist/css/bootstrap.min.css" rel="stylesheet" integrity="sha384-1BmE4kWBq78iYhFldvKuhfTAU6auU8tT94WrHftjDbrCEXSU1oBoqyl2QvZ6jIW3" crossorigin="anonymous">
	 <script src="https://apps.mypurecloud.ie/widgets/9.0/cxbus.min.js" onload="javascript:CXBus.configure({debug:false,pluginsPath:'https://apps.mypurecloud.ie/widgets/9.0/plugins/'}); CXBus.loadPlugin('widgets-core');"></script>
	 
	 <style>
		.cx-schedule{
			display: none;
		}
	</style>

  </head>
  <body>

    
    

  
    <script>
	window._genesys = {
		"widgets": {
		
		
			"transport": {
			  "type": "purecloud-v2-sockets",
			  "dataURL": "https://api.mypurecloud.ie",
			  "deploymentKey": "849dce10-345c-420d-8f08-a244bca15c67",
				  "orgGuid": "a9115b5e-e319-4c4b-93bc-f2b8c2e8de97",
				  "interactionData": {
					"routing": {
					  "targetType": "QUEUE",
					  "targetAddress": "UAT",
					  "priority": 1
					}
			  }
			},
			
			"main":  {
				"theme": "light",
				"lang": "es",
				"i18n": {
					"es": {
						"callback": {
							"CallbackTitle": "¿Quieres reservar?",
							"CallbackFirstName": "Nombre",
							"CallbackLastName": "Apellidos",
							"CallbackPhoneNumber": "Teléfono",						
							"CallbackConfirmDescription": "¡Gracias!",
							"CallbackNumberDescription": "Te llamaremos lo antes posible",
							"CallbackNotes": "Observaciones",
							"CancelButtonText": "Cancelar",
							"AriaCancelButtonText": "Cancelar",
							"ConfirmButtonText": "Llámame",
							"AriaConfirmButtonText": "Llámame"
						},
						"channelselector": {
							"Title": "Te llamamos ¡GRATIS!",
							"SubTitle": "Habla con uno de nuestros asesores",
							"CallbackTitle": "Hablar",
						}
					}
				}
			},
			
			"sidebar":  {
				"showOnStartup": "true",
				"position": "right",
				"expandOnHover":"true",
				"channels": [{

						"name": "Callback", 
						"clickCommand": "Callback.open", 
						"readyEvent": "Callback.ready",
						"clickOptions": {}, 
						"onClick": function (e) {
						console.log("onClick -> clickCommand!!!");
						customPlugin.command('Callback.open', getAdvancedConfig());
					},
						 //use your own static string or i18n query string for the below two display properties
						"displayName": "Te llamamos ¡GRATIS!", 
						"displayTitle": "Habla con uno de nuestros asesores",

						"icon": "call-incoming"
					}, 
				]
			},
		
			"Callback": {				
				"userData": {},
				"countryCodes": false,
				"immediateCallback": true,
				"scheduledCallback": false,
			
			},			
		
		}
		
	};
      
	const customPlugin = CXBus.registerPlugin('Custom');
	
	function getAdvancedConfig(){
		return {
			"form": {
				"autoSubmit": false,
				"phonenumber": ""
			},
			"formJSON": {
				"wrapper": "<table></table>",
				"inputs": [
					{
						id: "cx_form_callback_phone_number",
						name: "phonenumber",
						maxlength: "12",
						placeholder: "Teléfono",
						label: "@i18n:callback.CallbackPhoneNumber",
						onkeypress: function(event) {
								// To allow only number inputs
							return (event.charCode >= 48 && event.charCode <= 57) || (event.charCode == 43)
						}
					}
				]
			}
		}
	};
	  
	  
	customPlugin.command('SideBar.open');

    </script>    

  </body>

</html>

The sidebar appears in the web and it says that the callback has been registered and that I would receive a call very soon. However, the callback never reach genesys platform.

Can you please, help me?

thank you.

Regards.

2

Hello,

Unfortunately, the Callback Widget (Genesys Widgets built-in UI) is not supported with Genesys Cloud.

The Genesys Widgets UI is/was used with our different platforms (Genesys Cloud, Genesys Engage, PureConnect).
Some of the plugins/modules are supported on all platforms (WebChat, ChannelSelector, SideBar, ...).
Some are only supported with specific platforms (like Callback).

You can find the list of supported plugins with Genesys Cloud, in the Developer Resources section on this page.

Regards,

3

Hello Jerome,

How can I use only the sidebar to create a callback without the callback widget?

Regards.

4

Hello,

Callback with Genesys Cloud is not supported in the Genesys Widgets.

Regards,

5

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