Respond to web chat interactions

Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Microsoft Teams, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

The client supports ACD web chat interactions. When a web chat interaction is routed to your queue, you can pick it up like any other interaction. Once connected, the chat interaction appears on your interaction list, waiting for you to start the chat. 

Tip: If you use Genesys Cloud alongside the client, change your settings so that alerting interactions do not ring in both applications. For more information, see Ringing issues for alerting interactions.

  1. Click Pick Up as the chat interaction is alerting.
    Notes:
    • Chat interactions do not auto-answer.
    • Interaction Log does not appear on interactions in the Genesys Cloud for Chrome or Genesys Cloud for Firefox client.

    Chat interaction alerting

    The web chat interaction connects and appears on your interaction list. You can blind transfer or disconnect the web chat interaction without opening the separate Interactions window. (If you disconnect a connected chat without opening the Interactions window, then the chat interaction does not go back in queue.)

    Chat interaction connected

  2. Click Chat.

    An Interactions window opens. In the client, the Chat icon turns orange to indicate that an Interactions window is open or accessible. 

    Chat interaction connected

  3. Write your response in the Interactions window.

    If you are handling multiple web chat interactions, then the Chat icon on the chat interaction that you select in the Interactions window turns orange. In the client, the chat interactions switch between HELD and CONNECTED states, depending on which chat you select in the Interactions window. 

    Chat icon indicating open chat window

    Notifications

    When a customer types a message in the Interactions window, an orange burst appears on the Chat icon on the interaction in the client and next to the person’s name in your Interactions window. Once you respond in the Interactions window or click New Message in the Interactions window, the orange burst disappears.

    If you are running Genesys Cloud alongside the client and you answer the chat in Genesys Cloud, then the orange burst disappears both in Genesys Cloud and in the client. 

    Notifications on chat interactions

  4. To end the web chat, click Disconnect.

    You are disconnected from the chat and the Wrap-up window automatically opens.

    Note: If call logging is disabled, then the Notes section appears in the Wrap-up window.

    Wrap-up window

  5. To complete wrap-up work, select a wrap-up code in the client or in the Interactions window and click Done.

    The web chat interaction deallocates from your interaction list. In the example, the Chat icon remains orange, indicating that the Interactions window is open or accessible.

    If you close the Wrap-up window without clicking Done, the Wrap-up icon turns red, indicating that you need to complete wrap-up work. You must complete wrap-up work before you can place or receive another interaction.

    Chat interaction disconnected

Note: Genesys Cloud disconnects web chat interactions that have been idle for more than 15 minutes.

For more information, see About chats.

For more information about the integrations, see About the Genesys Cloud browser extensions, About Genesys Cloud Embeddable Framework, About Genesys Cloud for Microsoft Teams, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.