Webchat API for PC like CIC

Genesys Cloud Web Chat
1

Are there plans to provide an API for webchat in PureCloud like the one available for CIC?

The out-of-the-box functionality is very limited and I would like to create an integration for PureCloud like the one I created for CIC. I've worked with a lot of customers using webchat and they would often pay for a separate chat provider over using the base functionality.

If you will be providing an API, what does the timeline look like for that?

If you will not be providing one, is there a v2 of PureCloud webchat coming soon that will provide embedding without iframes?

Thanks,
Daniel

2

The feature to add a chat API is being tracked as CORE-3418, but there is currently not a target date for it. If you can provide a paragraph about your use case, I will add it to the project page. Having use cases from customers helps get things prioritized.

3

I would like to create an integration for PureCloud webchat that allows my application to be the middle man between PureCloud and the customers website. I need a webchat API to do this.

How would this benefit PureCloud users?
My integration would provide the following:
Require as little as one line of JavaScript (script reference)
Would not use iframes to embed the chat into the customers website
Support for multiple tabs, page refreshes, and separate links
Would provide a web based UI for configuration
Form Builder for passing data to agents
Widget and Template configuration with no need for a developer to customize UI

I am already doing all of this with CIC, so I could somewhat easily recreate it for PureCloud given an API.

4

Thanks! I've added your use case to the list.

5

Is there any way for me to see a status on this or get an update?

I would really like to bring the functionality of maintaining chats between pages based on sessions, but it is not currently available. If there was an API, I could quickly build this out and have a much more usable chat for my customers.

Thanks,
Daniel

6

Thanks for the feedback. We are aware of the issue when switching pages and we have started discussing a solution that will solve the problem straight out of the box. It is something we are actively looking at so stay tuned on future updates around this.

7

Thanks @anon39326996 .

We do this in our CIC chat integration, along with syncing between tabs. Hopefully this is something that wont be too far down on the roadmap.

We have already developed a customizable wrapper for PureCloud chat that allows for use as a chat widget with schedules, styles, and custom text. This is really the last piece to make it a suitable chat solution.

Thanks,
Daniel

8

Nice! Could we setup a quick meeting next week to see what you have done so far and how our in-progress work may help you? You can email me at lucie.decristofaro@genesys.com.

9

Definitely. I'll send you an email.

10