Interaction Subject Details

Genesys Cloud Web Chat
1

Hi
Just setting up my first web chat, all working fine, but I can't for the life of me work out where the customer entered "Subject" is displayed to the agent. I had assumed it would be returned in the interaction details along with Name and Email.

Thanks in advance for what I'm sure is something very simple.

Phil

2

Hi,

Digging into this and hope to get an answer from the product manager or dev team shortly.

Thanks,
    John
3

Hi Phil,

It sounds like you are using a pre-chat form and asking folks to populate "subject" before they can chat.

This translates to custom data that is sent to Genesys Cloud: https://developer.mypurecloud.com/api/webchat/widget-version2.html#custom__userdata_

The best way to display those to agents is to use agent scripts. https://help.mypurecloud.com/articles/about-scripting/

4

Thanks John, for looking into it

5

Thanks Lucie, I'll have a look at scripting, no doubt I'll be back with more questions!

6

Hi Blythewarrior :),

No worries. I am just a traffic cop. Lucie is the product manager of the chat group and is the real expert here.

  • John
1 Like
7

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