Widget feature comparison

All of the widgets available in PureCloud allow customers to chat with agents from your website. However, each widget has different features. Use the following table to help you decide which type of widget to select when you create a widget for web chat.

Feature Version 2 Third Party Version 1.1 Version 1.0
Use with Altocloud X
Optimized for mobile X X*
Use with HTTP APIs X X X
Use with screen share X
Use with co-browse X
Appearance customization options X X X
Authenticated chat X X
Chat flows  X X
Ability to embed the chat widget on a webpage X X* X X
Ability to render chat in a new pop-up window X* X X
Agent alias and agent image X X* X X
* This feature depends on your third party widget capabilities.

  • The 1.1, 2.0, and third party widgets, which use the Guest chat APIs, have a 15-minute time-out. If a guest does not send any messages for 15 minutes while connected to an agent, the system automatically disconnects the guest. This timeout only applies while the guest is connected to an agent. The time-out does not apply while the guest is waiting in queue. You cannot change the time-out length. For more information about chat APIs, see, Guest Chat APIs in the Developer Center.
  • The 1.0 widget has a 45-minute time-out. This time-out applies throughout the chat, even if the guest is waiting in queue and is not connected to an agent. You cannot change the time-out length.