Create a widget for web chat


Prerequisites
  • Widgets Deployment All or Webchat > Deployment All permission

Create a widget to allow you to add web chat to your website so that your customers can chat with agents directly from their web browsers. A deployment key created with each widget identifies your website’s configuration to PureCloud. Use the deployment key on your website.

You can create multiple widgets for different purposes. For example, you could create a widget to track a customer’s journey on your website and even prompt them to start a chat with Altocloud. You could also create a widget that requires users to authenticate with your site before they can contact an agent by using authenticated chat. Then create another widget to allow anonymous users to ask general questions. 

PureCloud supports three different types of widgets. Choose which type of widget to use based on your needs:

  • Version 2: Supports Altocloud. Optimized for mobile browsers. Allows customization options. 
  • Version 1.1: Supports authenticated chat and HTTP chat APIs. Does not support Altocloud.
  • Version 1.0: Supports authenticated chat, screen sharing, and co-browse. Does not support Altocloud. 
  • Third Party: Support for web chat widgets not developed by Genesys. Does not support Altocloud.

For more information about the differences between the different widget types, see Widget feature comparison.

To create a widget, see the appropriate section for the type of widget you want to create.


  1. Click Admin.
  2. Under Contact Center, click Widgets.
  3. Click Create Widget.
  4. Enter a Name and Description for the deployment.
  5. Select Version 2.
  6. Click Save.

Note: Version 2 widgets are always active. You cannot deactivate them.

  1. Click Admin.
  2. Under Contact Center, click Widgets.
  3. Click Create Widget.
  4. Enter a Name and Description for the deployment.
  5. Select Version 1.1.
  6. To require users to authenticate with your website before they can start a web chat, enable Require Authentication
    If you enable Require Authentication, the Authentication URL box appears and you must specify the URL of the web service that makes signing requests to PureCloud. For examples in GitHub, see Authenticated web chat server examples.
  7. To specify how the web chat interface looks on your website, choose a Chat Appearance option:
    • Basic: This option provides you with a simple interface. 
    • Modern: This option provides you with an interface that has a more contemporary look and feel.
      Basic Modern
  8. Click Save.

By default, PureCloud activates widgets when you create them. To turn off individual widget deployments, click the Widget is Activated switch in the widget configuration screen.

    1. Click Admin.
    2. Under Contact Center, click Widgets.
    3. Click Create Widget.
    4. Enter a Name and Description for the deployment.
    5. Select Version 1.0.
    6. To require users to authenticate with your website before they can start a web chat, enable Require Authentication
      If you enable Require Authentication, the Authentication URL box appears and you must specify the URL of the web service that makes signing requests to PureCloud. For examples in GitHub, see Authenticated web chat server examples.
    7. To specify how the web chat interface looks on your website, choose a Chat Appearance option:
      • Basic: This option provides you with a simple interface. 
      • Modern: This option provides you with an interface that has a more contemporary look and feel.
        Basic Modern
    8. Click Save.

    By default, PureCloud activates widgets when you create them. To turn off individual widget deployments, click the Widget is Activated switch in the widget configuration screen.

    Notes:
    • If you choose to use a third party widget, you must build your own widget.
    • Third party widgets do not have custom options, such as the ability to deactivate the widget or change the chat appearance.
      1. Click Admin.
      2. Under Contact Center, click Widgets.
      3. Click Create Widget.
      4. Enter a Name and Description for the deployment.
      5. Select Third Party.
      6. Click Save.