About widgets for web chat

Feature deprecation: On December 12, 2018, Genesys began removal of the website-only configuration method. If you previously configured PureCloud web chat using the website-only configuration method, you must set up web chat again using the deployment configuration method then add the generated script to your website. For more information, see Deprecation: Website-only web chat configuration.

With the widgets, your customers can chat with your contact center agents directly from your website. Depending on the widget type you select, you can also use features such as Altocloud, user authentication, and enhanced user interface configuration.  Create a web chat implementation in two steps: Create a widget in PureCloud, and then add code to your website.

Widget configuration in PureCloud

Choose which type widget version you want to use and configure how you want it to work by using settings in PureCloud. 

Web chat on your website

Widget implementation requires configuration work for website developers. You can also use a third-party chat provider to route chats to agents.

Authenticated web chat

Require users to authenticate with your website before they can start a web chat. Authenticated web chat requires configuration work from website developers.

PureCloud features and web chat

Use other PureCloud features, such as the ability to gather more information about a customer’s experience or share screens and experiences with agents, with the different types of widgets. 

Agent chat interactions 

Set the image and name for an agent during a chat interaction using web chat. Answer, respond to, and complete web chat interactions, including those interactions with Altocloud customer journey information. Simulate chat interactions using the web chat developer tool.