Web chat / offline version

Genesys Cloud Web Chat
1

We are creating the offline version of the web chat. When the chat is initiated, we need to check whether the agent is online or offline. We can’t see in the API (documentation below) if it is possible. This is the gap in our development of the offline version.

https://developer.mypurecloud.com/api/webchat/widget-version2.html
https://docs.genesys.com/Documentation/GWC/latest/WidgetsAPI/WebChat
https://docs.genesys.com/Documentation/GWC/Current/WidgetsAPI/WebChatConfiguration
https://docs.genesys.com/Documentation/GWC/Current/WidgetsAPI/CustCRF

2

Hi Anthony,

It looks like you're referencing some PureEngage documentation. Please find the PureCloud documentation here: https://developer.mypurecloud.com/api/webchat/ (note additional articles in the left-hand sidebar.)

Best,
Becky

3

PureCloud implementation of the Genesys widgets does not support this configuration.

With PureCloud, you can check whether agents are available or not via API and create your own solution around this.

4

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