We are looking to add a highly customizable chat solution that can work with cobrowsing and need some advice on the best path forward.
We originally considered V1 Webchat widget since it works with cobrowse, but later discovered that the chat widget itself is not very customizable.
We are now considering using the Guest Chat API to build our own custom chat solution on the user/customer side but are unsure of whether we can also use cobrowse with it. Looking at the chat widget comparison chart, it notes that third party chat widgets cannot be used with cobrowse.
Unfortunately, Co-Browse is not supported with Chat v2. It is only offered with Chat v1 and Voice conversations.
Even if you use Guest Chat API, the limitation remains - the chat is created as a PureCloud Chat v2 interaction.
The controls and tab for Co-Browse will not be displayed on the Contact Center agent side (in Genesys Desktop). And the API will not allow to create a cobrowse session out of the chat v2 conversation.
Product Management and Engineering focus is currently on adding web messaging as a new channel (a new/future version of chat - planned as next step - to support asynchronous chat, ...). Here's the link to the high-level idea for web messaging https://genesyscloud.ideas.aha.io/ideas/CLDIG-I-589 1