Customer Query in Chat Window

[subhro]

Hello,

We have implemented web chat solution using widget 1.0 as only widget 1.0 supports co-browse.
Now while initiating a chat if we pass any additional data in the custom fields, it reflects in the interactions tab, which is fine.
We are wondering if there is any way we can make the "Customer Query" visible in the chat window itself (Genesys pure cloud desktop app which the agents use to accept the chat requests) so that while communicating with the customer, the agents will have an idea about the customer query / questions, accordingly he / she will answer.

[tim.smith]

The chat variables customField 1-3 will be displayed in the agent's UI. You can populate the labels and values with any data you like. See https://developer.mypurecloud.com/api/webchat/#chat_variables for more information.

[subhro]

Hi Tim,

Thanks for your reply. However the values for CustomField 1-3 will be visible in the interactions tab of the agent interface, we want to make it visible in the chat window instead. The objective is if an user provides a query from client / web end, MSR to get to see it in the chat window itself instead of interactions tab.

[anon39326996]

You can leverage scripts to present custom data to the agent.

[subhro]

Hi Lucie,

Yes you are right, we can do that, but still it will be visible in the script tab only. Not in the chat window. Like while initiating a chat, the welcome message gets visible in the member chat interface, similarly we want to show the members query in the chat interface of agent, not in the script tab or interactions tab.

[tim.smith]

The chat window doesn't display custom data and you cannot customize the chat interface in that way.

[subhro]

Hi Tim,

Thanks for the confirmation. Seems we have to stick to the interactions tab / the scripts tab to show the customized data.