Customization of Chat window

Genesys Cloud Web Chat
1

Hello,

We have a specific requirement to change all references using the word 'agent' to 'representative' or 'member service representative in the chat window.
Can you please suggest how to achieve this.

2

You can request new features and share your use case at https://purecloud.ideas.aha.io/ideas.

Alternatively, you can build your own chat interface using the Guest Chat APIs.

3

Hi Tim,

Thanks for your response. However would like to confirm that we are using chat widget 1.0 (as it supports co-browse) and as far as we know, we can't use Guest Chat APIs with the widget 1.0. Is this understanding correct?

4

Using the guest chat APIs and any widget are mutually exclusive. You can either use the v1 or v2 out of the box widget and configure it per its supported options, or you can build your own chat implementation using the APIs.

5

Hi Tim,

Our client has asked us to replace the word "Agent" with "Representative" in the chat window. Since we are using widget 1.0, we will not be able to do any customization in the chat window itself. Can you please confirm this.

6

Can you please confirm this.

Confirmed

7

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