About widgets for web chat
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 Predictive Engagement, user authentication, and enhanced user interface configuration. Create a web chat implementation in two steps: Create a widget in Genesys Cloud, and then add code to your website.
Widget configuration in Genesys Cloud
Choose which type widget version you want to use and configure how you want it to work by using settings in Genesys Cloud.
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.
- Add the version 1 widget on your website
- Add the version 2 widget on your website
- Guest chat APIs
- Agent chat APIs
- Route chat interactions from third-party providers
- Customize appearance for the version 2 widget
- Accessibility support for the version 2 widget
- Supported browsers for the version 2 widget
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.
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 Predictive Engagement customer journey information. Simulate chat interactions using the web chat developer tool.
Genesys Cloud features and widgets
Use other Genesys Cloud 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.
Solutions, best practices, and business scenarios
Learn about solutions and best practices that enable Genesys Cloud customers to make the most of widgets and Genesys Cloud features.