View chat interaction details

Feature deprecation: Genesys will no longer support ACD Web Chat v2, which is available to customers via all its corresponding Chat Widget versions. This is further to the deprecation of ACD Web Chat v1, which was announced earlier. As a result, Predictive Engagement will also end support for these legacy web chat versions. For more information, see Deprecation: Removal of ACD Web Chat (version 2). All existing customers are encouraged to migrate to Web Messaging and Messenger.

If customer information, such as name, address, phone number, or id number, is available during a chat interaction, that information is visible in the Interaction Details panel.

To access the Interaction Details panel, click Interaction Details. Interaction Details icon

Note: The information displayed depends on how your organization is set up and what information the customer provided.