Customize message on Chat Transfer

[Lloyd]

Chat Widget v2 - When transferring the interaction from one agent to another agent, the message sent to the customer is Agent Disconnected, Can this message be customized? (Ideally to Agent Transferring for example)

I experimented with Widget customization

       i18n: {
        "en": {
          "webchat": {
            "ChatStarted": "Your CHAT Experience HAS Started",
            "ChatEnded": "Your CHAT Experience HAS Ended",
          }
        }

But couldn't identify what the correct event was for the disconnect...

Given that it shows the same Disconnected Message as a end of chat Agent disconnect, I'm guessing it's the same text & me trying to change it for a transfer would also change it for a chat end?

Thanks
L

[Jerome.Saint-Marc]

Hello,

The "Agent Connected" and "Agent Disconnected" messages can be customized.

They are referenced as "AgentNameDefault", "AgentConnected" and "AgentDisconnected".
See here for the list of i18n labels: https://all.docs.genesys.com/WID/Current/SDK/WebChat-combined#Default_i18n_JSON

i18n: {
  "en": {
    "webchat": {
      "ChatStarted": "Your CHAT Experience HAS Started",
      "ChatEnded": "Your CHAT Experience HAS Ended",
      "AgentNameDefault": "Agent",
      "AgentConnected": "<%Agent%> Connected",
      "AgentDisconnected": "<%Agent%> Disconnected"
      }
    }
}

Note that <%Agent> is a special value.It will be replaced with Agent Chat Display Name (if configured in PureCloud for the agent) or with Agent (AgentNameDefault).

Regarding your question: it will be the same event and text/message if the agent disconnects because the chat is to be transferred, or if the agent disconnects because he terminates the chat.
If the agent disconnects to terminate the chat session, you should have a "AgentDisconnected" message followed by a "ChatEnded" message.
If the agent transfers the chat session, you should have a "AgentDisconnected" message followed by a "AgentConnected" message when the next agent joins the chat session.

At this time, I think the proper way would be to have the first agent announce to the customer that his chat is going to be transferred (sending some text and then clicking on transfer).

Regards,

[Lloyd]

Thank you Jerome - This information is perfect!