Genesys Cloud Web Chat Widget Question and Customization

Genesys Cloud Web Chat
1

Hello Team,

Good day.

I have some queries regarding the customization of GC Web Chat Widget below:

  1. After clicking the Chat Icon and before showing the Form, is it possible to display some message like a T&C / Disclaimer and Customer need to accept / Click OK, before it display the pre-registration Form.

  2. Is it possible to omit First Name / Last name in the Form, so only E-mail is required?

  3. After clicking Start Chat, if there is no agent accepting the interaction for x minutes, we want to display message to customer like Please wait while we connect you to an available agent. Is there way to do this?

2

For #2, you can customize the input fields on the chat registration per the instructions here: https://developer.genesys.cloud/api/digital/webchat/widget-version2#customizable-pre-chat-registration-form. You might be able to accomplish #1 with some kind of input to accept consent as part of the custom form.

I don't believe in-queue flows are available for chat, so #3 won't be possible. You can request new features and share your use case at https://genesyscloud.ideas.aha.io/.

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