Webchat v2 - Prevent customer to start writing before agent connected

[mbrivet]

Hi,
Using WebChat v2.
When the customer starts a chat session by clicking on the Chat icon, he can then immediately
start typing a first message, even though the no agent connected yet.
And it makes no difference whether the widget is setup to distribute to a queue or to a chat flow.
Is there a way to prevent that ?
Is there an event (like an 'agent joined' event) that could be used to only allow user input at that time ?
Any hint welcome.

Thanks

[anon39326996]

The documentation covers the events available, one of those is agent joined: https://developer.mypurecloud.com/api/digital/webchat/widget-version2.html#chat_start_and_end_events

However, I don't think you can block the user from typing in a message. That's not a typical behavior for a chat widget that a customer would expect - is there a specific reason why you want to add that restriction?

[mbrivet]

Hi,
Thanks for your answer.
This customer is involved in social related activities. They really want to avoid the situation where the chatter is requesting / calling for help, and this chat does not get answered because there's no 'agent' available at that time.
Thanks

[anon39326996]

The way we've seen this request be implemented is by showing/hiding the widget based on agent availability. Could be by leveraging EWT or via other methods, like checking against an SLA that a particular queue may have, or by checking against schedules. Note that those APIs do require authorization and as such cannot be done completely on a website alone.

[mbrivet]

Hi,
Thanks Lucie.
I think I will try to deactivate the typing zone when the chat session starts and reactivate it when the agent connects, using the corresponding events.
Have a good day.

[mbrivet]

Hi,
Following my own post.
I got what the customer wants using this code in the widget config file:

// Create a plugin (or reuse your own if you have one already)
var oPlugin = CXBus.registerPlugin("myPlugin");

oPlugin.subscribe('WebChatService.clientConnected', function(){
console.log("client connected");
document.getElementById("cx_input"). disabled = true;
});

oPlugin.subscribe('WebChatService.agentConnected', function(){
console.log("agent connected");
document.getElementById("cx_input"). disabled = false;
});