Hello, I am new to Genesys and just recently got hired by a company that uses it. My boss asked me to integrate a sort of EWT for the web chat so that customers know how long they have to wait. I looked at some other forums and saw that there in fact is a way to implement this. Could someone guide me on where to find this setting and enable it?
Hello and welcome to Genesys!
You can find information about EWT here: https://developer.genesys.cloud/api/rest/v2/routing/estimatedwaittime-v2.
EWT is not exposed via an unauthenticated interface and is not available via the web chat/web messaging interfaces. You will need to build a middleware service that runs in a private context to make authorized API calls to get the EWT. That middleware can then make the data available to your website via its own public interface. There's an example demonstrating this concept here: https://github.com/MyPureCloud/public-stats-service#stats-service.
If you're looking to do this within the flow you can use this in a data action and take the response and use it in a send response block
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@Lawrence.D good suggestion! My solution applies to presenting EWT prior to starting a chat. Using a data action in a flow is most certainly simpler as long as showing EWT after the chat has started is acceptable.
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