CustomerID field is not displayed

[Julio29]

Hello, please your support with this case.

I'm trying to pass the customerID field at runtime, but the interaction details tab is not showing that field.
I have the following code:

function getAdvancedConfig() {

            return {

                form: {

                    autoSubmit: true,

                    firstname: 'Praenomen',

                    lastname: 'Gens',

                    email: 'praenomen.gens@calidumlitterae.com',

                    customerId: '231321321'

                },

                formJSON: {

                    wrapper: '<table></table>',

                    inputs: [

                        // Default fields

                        {

                            id: 'cx_webchat_form_firstname',

                            name: 'firstname',

                            maxlength: '100',

                            placeholder: 'Required',

                            label: 'First Name'

                        },

                        {

                            id: 'cx_webchat_form_lastname',

                            name: 'lastname',

                            maxlength: '100',

                            placeholder: 'Required',

                            label: 'Last Name'

                        },

                        {

                            id: 'cx_webchat_form_email',

                            name: 'email',

                            maxlength: '100',

                            placeholder: 'Required',

                            label: 'Email'

                        },

                        {

                            id: 'cx_webchat_form_customerId',

                            name: 'customerId',

                            maxlength: '100',

                            placeholder: 'Required',

                            label: 'customerId'

                        },

                    ]

                }

            };

        }

What could be happening?.
If I change the autoSubmit parameter to false, I enter through the form, if it happens to pass the customerID. But what I need is for you to enter the chat to Genesys at runtime.

[Jerome.Saint-Marc]

Hello,

I am not totally sure I understand what you mean by "passing the customerID field at runtime".

To clarify, on guest/customer side (widget side), it is only possible to send participant data when starting the chat session.
It is not possible (not supported) to send participant data after - i.e. while the chat session is active/connected.

Creating/opening a new chat session - using customPlugin.command('WebChat.open', ...); - and passing data

The 'WebChat.open' command can accept the following parameters (what is set in the example through the getAdvancedConfig function): form, formJSON, userData

Regarding "form":

firstname, lastname, email, subject:
This is to pre-set some native/built-in widget guest attributes. No other parameter/attribute name is supported in the "form" object.

auto-submit:
true = defines if the chat will be immediately started when invoking the 'WebChat.open', no chat registration form displayed to the customer to manually enter values;
false = the standard chat registration form or the custom chat registration form will be displayed to the customer before starting the chat session.

If you want to send customerId when creating the chat, you have 3 possibilities.

Option 1:
You can define the customerId in window._genesys.widgets.webchat.userData structure - as it is shown in the widget example.

Option 2:
The purpose of formJSON is to define a Custom Chat Registration form where the customer will enter input/values.
If you also set form.auto-submit to true, then, this custom chat registration form is not really used. The Registration form will be displayed to the guest/customer for few milliseconds and the chat will automatically be started.
If don't want to set/use the custom chat registration form, then don't include formJSON in the 'WebChat.open' command parameters (i.e. in the widget example, don't set return formJSON in the getAdvancedConfig function).
If you still want to define the custom chat registration form (as it appears for few milliseconds), you can pre-set the customerId field value in formJSON as shown below.

In the getAdvancedConfig function:

"formJSON": {
    "wrapper": "<table></table>",
    "inputs": [
        {
            "id": "cx_webchat_form_firstname",
            "name": "firstname",
            "maxlength": "100",
            "placeholder": "Required",
            "label": "First Name"
        },
        {
            "id": "cx_webchat_form_lastname",
            "name": "lastname",
            "maxlength": "100",
            "placeholder": "Required",
            "label": "Last Name"
        },
        {
            "id": "cx_webchat_form_email",
            "name": "email",
            "maxlength": "100",
            "placeholder": "Optional",
            "label": "Email"
        },
        {
            "id": "cx_webchat_form_customerId",
            "name": "customerId",
            "maxlength": "100",
            "placeholder": "Optional",
            "label": "customerId"
            "value": "231321321"
        }
    ]
}

Option 3:

The 'WebChat.open' command also accepts userData as parameter.

If the getAdvancedConfig function:

return {
    "form": {
        ...
    },
    "formJSON": {
        ...
    },
    "userData": {
        "customerId": "231321321"
    }
}

Regards,