I just have a question on the webchat. We have an online shopping mobile app that is a wrapped view of the mobile optimised website and we’ve been trying to get the Genesys webchat working on it. We presumed it would work fine because it is essentially re-using the website where the webchat has been working perfectly.
At the moment in our UAT app it launches and functions fine on iOS but on Android it actually won’t launch at all. I’m been investigating this for a while with the app developers but not really getting anywhere with it. In their view, as it is not a native app, if it works on the site it should work on the wrapped view of the site in the app. Is there anything you can shed some light on here or if you’ve had any other clients trying to get the Genesys product to work in a mobile wrapped app?
Find it odd that it works on iOS and not Android but I just want to rule out that it’s something Genesys doesn’t allow before I spend any more time investigating our app.
Apologies for the delay we were waiting on the client to provide the below information.
The app in question is a wrapper of the mobile browser website with no has no native elements. When we launch the chat on the mobile website everything works fine and has been live for some time now. When we try to launch the chat in our UAT Android app the button is available as it is in the mobile site but nothing actually launches. On our iOS app the chat launches fine and functions besides some sizing and padding issues.
Just to add that we have the webchat code and webchat.open command added via Google Tag Manager, we aren’t seeing any errors come through here either when the chat does not initiate on the app.
Apologies we don’t have any more on it but it’s odd how it works on iOS but not Android when both are essentially just wrapped views of what’s available on the mobile website
Taking a look at the documentation though it’s for a native Android app whereas ours is a web view so I think it is not possible to import a native library as this doc describes.
That is where we are a bit stuck really with it, as it is a web view we would expect what ever functions on the mobile site to behave the same when accessed through the web view mobile app so we are having difficulty trouble shooting, there must be something relating to the Android app that the Genesys widget does not comply with