WebChatService
Contents
- 1 Overview
- 2 Configuration
- 3 Localization
- 4 API commands
- 4.1 configure
- 4.2 startChat
- 4.3 endChat
- 4.4 sendMessage
- 4.5 sendCustomNotice
- 4.6 sendTyping
- 4.7 sendFilteredMessage
- 4.8 addPrefilter
- 4.9 updateUserData
- 4.10 poll
- 4.11 startPoll
- 4.12 stopPoll
- 4.13 resetPollExceptions
- 4.14 restore
- 4.15 getTranscript
- 4.16 getAgents
- 4.17 getStats
- 4.18 sendFile
- 4.19 downloadFile
- 4.20 getSessionData
- 4.21 fetchHistory
- 4.22 registerTypingPreviewInput
- 4.23 registerPreProcessor
- 4.24 verifySession
- 5 API events
Learn how to use Genesys chat services.
Overview
WebChatService exposes high-level API access to Genesys chat services, so you can monitor and modify a chat session on the front end, or develop your own custom WebChat widgets. Compared to developing a custom chat UI and using the chat REST API, WebChatService dramatically simplifies integration—improving the reliability, feature set, and compatibility of every widget on the bus.
Usage
WebChatService and the matching WebChat widget work together right out of the box and they share the same configuration object. Using WebChat uses WebChatService.
You can also use WebChatService as a high-level API using bus commands and events to build your own WebChat widget or other UI features based on WebChatService events.
Namespace
The WebChat Service plugin has the following namespaces tied to each of the following types:
Type | Namespace |
---|---|
Configuration | webchat |
CXBus—API commands & API events | WebChatService |
Customization
WebChatService has many configuration options but no customization options. It is a plug-and-play plugin and works as is.
Limitations
Multiple instances of the same chat session
After starting a chat session, that session can be opened in any number of new tabs on the same site. Each tab runs an independent instance of WebChat connected to the same chat session. Currently, Instances are not synchronized with each other due to Nexus limitation.
Configuration
WebChat and WebChatService share the _genesys.widgets.webchat configuration namespace. WebChat contains the UI options and WebChatService contains the connection options.
Example
// When using v2 API window._genesys.widgets.webchat = { apikey: 'n3eNkgxxxxxxxxxxxx8VA', dataURL: 'https://api.genesyscloud.com/gms-chat/2/chat', enableCustomHeader: true, userData: {}, emojis: true, actionsMenu: true, autoInvite: { enabled: false, timeToInviteSeconds: 10, inviteTimeoutSeconds: 30 }, chatButton: { enabled: true, template: '<div>CHAT NOW</div>', effect: 'fade', openDelay: 1000, effectDuration: 300, hideDuringInvite: true } }; // When using v3 API window._genesys.widgets.webchat = { emojis: true, userData: {}, transport: { type: 'pureengage-v3-rest', dataURL: https://<hostname>/nexus/v3/chat/sessions, endpoint: 'xxxxxxxxx', headers: { 'x-api-key': 'xxxxxxxx' }, async: { enabled: true, getSessionData: function(sessionData, Cookie, CookieOptions) { // Note: You don't have to use cookies. You can, instead, store in a secured location like a database. Cookie.set('customer-defined-session-cookie', JSON.stringify(sessionData), CookieOptions); }, setSessionData: function(Open, Cookie, CookieOptions) { // Retrieve from your secured location. return Cookie.get('customer-defined-session-cookie'); } }, chatButton: { enabled: true, template: '<div>CHAT NOW</div>', effect: 'fade', openDelay: 1000, effectDuration: 300, hideDuringInvite: true } };
Options
Version 2 API
Name | Type | Description | Default | Required | Introduced/Updated |
---|---|---|---|---|---|
apikey | string | Apigee Proxy secure token. Important This option is only supported in GMS REST mode. |
n/a | Yes, if using Apigee Proxy | |
endpoint | string | Manually select the endpoint on which to initiate chat. | n/a | n/a | |
dataURL | string (URL) | URL for GMS REST chat service. If cometD.enabled is set to true, this property will be ignored. | n/a | Always | |
enableCustomHeader | boolean | Enables the use of the custom authorization header defined in _genesys.widgets.main.header static config. Attaches the custom authorization header to all WebChatService request. | false | No | 9.0.002.06 |
userData | object | Arbitrary attached data to include when initiating a chat. | {} | n/a | |
ajaxTimeout | number | Number of milliseconds to wait before AJAX timeout. | 3000 | n/a | |
xhrFields | object | Allows you to set the properties for the AJAX xhrFields object (for example, {withCredentials: false}). Important This option is only supported in GMS REST mode. |
{withCredentials: false} | n/a | |
pollExceptionLimit | number | Number of successive poll exceptions (chat server offline) before WebChatService publishes 'chatServerWentOffline'. | 5 | n/a | |
restoreTimeout | number | Number of milliseconds before restore timeout. Prevents the chat session from restoring after a certain time away from the session (for example, user navigated to a different site during chat and never ended the session). | 60000 |
Version 3 API
Name | Type | Description | Default | Required | Introduced/Updated |
---|---|---|---|---|---|
transport | object | Object containing the transport service configuration options. | n/a | Yes, when using new transport services available with WebChat. | 9.0.008.04 |
transport.type | string | Select the type of transport service that needs to work with WebChat UI plugin. For Pure Engage v3 REST API, the value is 'pureengage-v3-rest'. | n/a | Yes, when using Pure Engage v3 REST API. | 9.0.008.04 |
transport.dataURL | string (URL) | URL for Pure Engage v3 REST API chat service. Please contact your local Genesys customer representative to obtain a valid dataURL. | n/a | Always | 9.0.008.04 |
transport.endpoint | string | The endpoint for Genesys Multicloud CX v3 API. | n/a | Yes | 9.0.008.04 |
transport.headers | object | Object containing key value pairs of any custom headers. | n/a | Yes | 9.0.008.04 |
transport.headers[x-api-key] | string | The API key provided from Genesys. Please contact your local Genesys customer representative to obtain a valid API key. | n/a | Yes | 9.0.008.04 |
transport.async | object | Object containing Async mode configuration options. Important To properly restore a chat session that has ended previously, you'll need to navigate back to the page and open the WebChat Widget. This way, the chat session is restored in the background and is ready. Presently, this is a current limitation in Async WebChat. |
{} | No | 9.0.008.04 |
transport.async.enabled | boolean | Enable Asynchronous Chat where a chat session can be active indefinitely. When you close WebChat without ending the chat session, the session will simply go dormant. When you open WebChat again, the session will restore and continue chatting where left off. | false | Yes, when Async WebChat mode is enabled | 9.0.008.04 |
transport.async.getSessionData | function | A function that you can define to retrieve updated session data from the WebChatService plugin. This function is called back when starting a new Async chat session for the first time, or when the sessionData changes over the course of an active chat session. This function takes the following arguments: sessionData (current active session data), Cookie (Widgets Internal cookie reference), and CookieOptions (a parameter that is needed when using Widgets Cookie). The purpose of this function is to provide you with the active session data so that it can be stored somewhere safe and secure. Later this needs to be provided in the below setSessionData function to restore the chat session. Refer to the example for usage. | none | Yes, when Async WebChat mode is enabled | 9.0.008.04 |
transport.async.setSessionData | function | A function that you can define to return the session data to the WebChatService plugin. During initialization, the WebChatService plugin will call this function to check if any session data is returned. If found, WebChatService tries to restore the chat session using this session data and open the WebChat Widget. WebChatService will also pass the following arguments into this function: Open (WebChat current open state value), Cookie (Widgets Internal cookie reference), and CookieOptions (a parameter that isneeded when using Widgets Cookie). Refer to the example for usage. | none | Yes, when Async WebChat mode is enabled | 9.0.008.04 |
transport.async.deleteSessionData | function | A function that you can define to delete the session data from your secret storage, it will be called by WebChatService plugin when Async chat session is lost or cannot find anymore due to unknown reasons. This function will enable you write the script for deleting the session data from your secret storage, in this way WebChat will try to start a new chat normally rather than trying to restore a lost chat session. WebChatService will also pass the following arguments into this function - errorData (lost session and error details), Cookie (Widgets Internal cookie reference) and CookieOptions (a parameter that will be needed when using Widgets Cookie). | none | Yes, when Async WebChat mode is enabled | 9.0.015.12 |
userData | object | Arbitrary attached data to include when initiating a chat. | {} | n/a | |
ajaxTimeout | number | Number of milliseconds to wait before AJAX timeout. | 3000 | n/a |
Localization
WebChatService doesn't have any localization options.
API commands
Once you've registered your plugin on the bus, you can call commands on other registered plugins. Here's how to use the global bus object to register a new plugin on the bus.
var oMyPlugin = window._genesys.widgets.bus.registerPlugin('MyPlugin');
oMyPlugin.command('WebChatService.getAgents');
configure
Internal use only. The main App plugin shares configuration settings to widgets using each widget’s configure
command. The configure
command can only be called once at startup. Calling configure
again after startup may result in unpredictable behavior.
startChat
Initiates a new chat session with the chat server via GES or with the service configured under the transport section.
Example
// When using v2 API
oMyPlugin.command('WebChatService.startChat', {
nickname: 'Jonny',
firstname: 'Johnathan',
lastname: 'Smith',
email: 'jon.smith@mail.com',
subject: 'product questions',
userData: {}
}).done(function(e){
// WebChatService started a chat successfully
}).fail(function(e){
// WebChatService failed to start chat
});
// When using v3 API
oMyPlugin.command('WebChatService.startChat', {
form:{
nickname: 'Jonny',
firstname: 'Johnathan',
lastname: 'Smith',
email: 'jon.smith@mail.com',
subject: 'product questions',
},
userData: {}
}).done(function(e){
// WebChatService started a chat successfully
}).fail(function(e){
// WebChatService failed to start chat
});
Options
Option | Type | Description |
---|---|---|
nickname | string | Chat Entry Form Data: 'nickname'. |
firstname | string | Chat Entry Form Data: 'firstname'. |
lastname | string | Chat Entry Form Data: 'lastname'. |
string | Chat Entry Form Data: 'email'. | |
subject | string | Chat Entry Form Data: 'subject'. |
userData | object | Arbitrary data to attach to the chat session (AKA attachedData). Properties defined here will be merged with default userData set in the configuration object. |
Resolutions
Status | When | Returns |
---|---|---|
resolved | Server confirms session started | (AJAX Response Object) |
rejected | A chat session is already active | 'There is already an active chat session' |
rejected | AJAX exception occurs | (AJAX Response Object) |
rejected | Server exception occurs | (AJAX Response Object) |
rejected | userData is invalid | 'malformed data object provided in userData property' |
endChat
Ends the chat session with the chat server via GES or with the service configured under transport section.
Example
oMyPlugin.command('WebChatService.endChat').done(function(e){
// WebChatService ended a chat successfully
}).fail(function(e){
// WebChatService failed to end chat
});
Resolutions
Status | When | Returns |
---|---|---|
resolved | Active session is ended successfully | (AJAX Response Object) |
rejected | No chat session is currently active | 'There is no active chat session' |
sendMessage
Sends a message from the client to the chat session.
Example
oMyPlugin.command('WebChatService.sendMessage', {message: 'hi'}).done(function(e){
// WebChatService sent a message successfully
}).fail(function(e){
// WebChatService failed to send a message
});
Options
Option | Type | Description |
---|---|---|
message | string | The message you want to send |
Resolutions
Status | When | Returns |
---|---|---|
resolved | Message is successfully sent | (AJAX Response Object) |
rejected | No message text provided | 'No message text provided' |
rejected | No chat session is currently active | 'There is no active chat session' |
rejected | AJAX exception occurs | (AJAX Response Object) |
sendCustomNotice
Sends a custom notice from the client to the chat server. This request is used to deliver any custom notification between a custom client application and a custom agent desktop. Neither Genesys Widgets, nor Workspace, uses this out of the box.
Example
oMyPlugin.command('WebChatService.sendCustomNotice', {message: 'bye'}).done(function(e){
// WebChatService sent a custom message successfully
}).fail(function(e){
// WebChatService failed to send a custom message
});
Options
Option | Type | Description |
---|---|---|
message | string | A message you want to send along with the custom notice |
Resolutions
Status | When | Returns | Introduced/Updated |
---|---|---|---|
resolved | Message is successfully sent | (AJAX Response Object) | |
rejected | AJAX exception occurs | (AJAX Response Object) | |
rejected | The server doesn't support receiving custom notices | This transport doesn't support sendCustomNotice command. | 9.0.008.04 |
sendTyping
Sends a "Customer typing" notification to the chat session. A visual indication will be shown to the agent.
Example
oMyPlugin.command('WebChatService.sendTyping').done(function(e){
// WebChatService sent typing successfully
}).fail(function(e){
// WebChatService failed to send typing
});
Options
Option | Type | Description |
---|---|---|
Message | String | The message you want to send along with the typing notification |
Resolutions
Status | When | Returns |
---|---|---|
resolved | AJAX request is successful | (AJAX Response Object) |
rejected | AJAX exception occurs | (AJAX Response Object) |
rejected | No chat session is currently active | 'There is no active chat session' |
sendFilteredMessage
Sends a message along with a regular expression to match the message and hide it from the client. Useful for sending codes and tokens through the WebChat interface to the Agent Desktop.
Example
oMyPlugin.command('WebChatService.sendFilteredMessage', {
message: 'filtered message',
regex: /[a-zA-Z]/
}).done(function(e){
// WebChatService sent filtered message successfully
}).fail(function(e){
// WebChatService failed to send filtered message
});
Options
Option | Type | Description |
---|---|---|
message | string | Message you want to send but don't want to appear in the transcript |
regex | RegExp | Regular expression to match the message |
Resolutions
Status | When | Returns |
---|---|---|
resolved | There is an active session | n/a |
rejected | No chat session is currently active | 'No active chat session' |
addPrefilter
Adds a new pre-filter regular expression to the pre-filter list. Any messages matched using the pre-filters will not be shown in the transcript
Example
oMyPlugin.command('WebChatService.addPrefilter', {filters: /[a-zA-Z]/}).done(function(e){
// WebChatService added filter successfully
// e == Object of registered prefilters
}).fail(function(e){
// WebChatService failed to add filter
});
Options
Option | Type | Description |
---|---|---|
filters | RegExp or Array of RegExp | Regular Expression(s) to add to the prefilter list |
Resolutions
Status | When | Returns |
---|---|---|
resolved | Valid filters are provided | Array of all registered prefilters. |
rejected | Invalid or missing filters provided | 'Missing or invalid filters provided. Please provide a regular expression or an array of regular expressions.' |
updateUserData
Updates the userData properties associated with the chat session. If this command is called before a chat session starts, it will update the internal userData object and will be sent when a chat session starts. If this command is called after a chat session starts, a request to the server will be made to update the userData on the server associated with the chat session.
Example
oMyPlugin.command('WebChatService.updateUserData', {firstname: 'Joe'}).done(function(e){
// WebChatService updated user data successfully
}).fail(function(e){
// WebChatService failed to update user data
});
Options
Option | Type | Description |
---|---|---|
n/a | object | userData object you want to send to the server for this active session |
Resolutions
Status | When | Returns | Introduced/Updated |
---|---|---|---|
resolved | Session is active and userData is successfully sent | (AJAX Response Object) | |
rejected | Session is active and AJAX exception occurs | (AJAX Response Object) | |
resolved | Session is not active and internal userData object is merged with new userData properties provided | The internal userData object that will be sent to the server | |
rejected | Session is active and the server doesn't support updating userData | This transport doesn't support updating userData during an active chat session. | 9.0.008.04 |
poll
Internal use only. Starts polling for new messages.
Example
oMyPlugin.command('WebChatService.poll').done(function(e){
// WebChatService started polling successfully
}).fail(function(e){
// WebChatService failed to start polling
});
Resolutions
Status | When | Returns | Introduced/Updated |
---|---|---|---|
resolved | There is an active session | n/a | |
rejected | WebChatService isn't calling this command | 'Access Denied to private command. Only WebChatService is allowed to invoke this command.' | |
rejected | No chat session is currently active | 'previous poll has not finished.' | |
rejected | The server doesn't support polling | 'This transport doesn't support polling.' | 9.0.008.04 |
startPoll
Starts automatic polling for new messages.
Example
oMyPlugin.command('WebChatService.startPoll').done(function(e){
// WebChatService started polling successfully
}).fail(function(e){
// WebChatService failed to start polling
});
Resolutions
Status | When | Returns | Introduced / Updated |
---|---|---|---|
resolved | There is an active session | n/a | |
rejected | No chat session is currently active | No active chat session | |
rejected | The server doesn't support polling | This transport doesn't support polling | 9.0.008.04 |
stopPoll
Stops automatic polling for new messages.
Example
oMyPlugin.command('WebChatService.stopPoll').done(function(e){
// WebChatService stopped polling successfully
}).fail(function(e){
// WebChatService failed to stop polling
});
Resolutions
Status | When | Returns | Introduced / Updated |
---|---|---|---|
resolved | There is an active session | n/a | |
rejected | No chat session is currently active | No active chat session | |
rejected | The server doesn't support polling | This transport doesn't support polling | 9.0.008.04 |
resetPollExceptions
Resets the poll exception count to 0. pollExceptionLimit is set in the configuration.
Example
oMyPlugin.command('WebChatService.resetPollExceptions').done(function(e){
// WebChatService reset polling successfully
}).fail(function(e){
// WebChatService failed to reset polling
});
Resolutions
Status | When | Returns | Introduced / Updated |
---|---|---|---|
resolved | Always | n/a | |
rejected | The server doesn't support polling | This transport doesn't support resetPollExceptions command. | 9.0.008.04 |
restore
Internal use only. You should not invoke this manually unless you are using Async mode.
Example
oMyPlugin.command('WebChatService.restore').done(function(e){
// WebChatService restored successfully
}).fail(function(e){
// WebChatService failed to restore
});
Options
Option | Type | Description | Accepted Values | Introduced / Updated |
---|---|---|---|---|
sessionData | string | The session data that is needed to restore the WebChat in Async mode. It is a JWT token string value. Applicable only when using WebChat with Genesys Multicloud CX v3 API. For more information, see the “Genesys Multicloud CX v3” tab in the “Options” table in configuration options. | (JWT string token) | 9.0.008.04 |
Resolutions
Status | When | Returns | Introduced / Updated |
---|---|---|---|
resolved | Session has been found | n/a | |
rejected | Session cannot be found | n/a | |
rejected | Restoring chat session is in progress | Already restoring. Ignoring request. | 9.0.002.06 |
rejected | Chat session is already active | Chat session is already active, ignoring restore command. | 9.0.002.06 |
rejected | Trying restore chat session manually | Access Denied to private command. Only WebChatService is allowed to invoke this command in Non-Async mode. | 9.0.002.06 |
getTranscript
Fetches an array of all messages in the chat session.
Example
oMyPlugin.command('WebChatService.getTranscript').done(function(e){
// WebChatService got transcript successfully
// e == Object with an array of messages
}).fail(function(e){
// WebChatService failed to get transcript
});
Resolutions
Status | When | Returns |
---|---|---|
resolved | Always | Object with an array of messages |
getAgents
Return a list of agents currently participating in the chat. Includes agent metadata.
Example
oMyPlugin.command('WebChatService.getAgents').done(function(e){
// WebChatService got agents successfully
// e == Object with agents information in chat
}).fail(function(e){
// WebChatService failed to get agents
});
Resolutions
Status | When | Returns |
---|---|---|
resolved | Always | (Object List) {name: (String), connected: (Boolean), supervisor: (Boolean), connectedTime: (int time),disconnectedTime: (int time)} |
getStats
Returns stats on chat session including start time, end time, duration, and list of agents.
Example
oMyPlugin.command('WebChatService.getStats').done(function(e){
// WebChatService got stats successfully
// e == Object with chat session stats
}).fail(function(e){
// WebChatService failed to get stats
});
Resolutions
Status | When | Returns |
---|---|---|
resolved | Always | {agents: (Object), startTime: (int time), endTime: (int time), duration: (int time)} |
sendFile
[Introduced: 9.0.008.04]
Sends the file from the client machine to the agent.
Example
oMyPlugin.command('WebChatService.sendFile', {files: $('<input/>').attr('type', 'file') /* Only works on UI, can not dynamically change */ }).done(function(e){
// WebChatService sent file successfully
}).fail(function(e){
// WebChatService failed to send file
});
Options
Option | Type | Description |
---|---|---|
files | File | A reference to a file input element (for example <input type=“file”/>) |
Resolutions
Status | When | Returns |
---|---|---|
resolved | The file sent is a valid type and size | (AJAX Response Object) |
rejected | The file sent is an invalid type | (AJAX Response Object) |
rejected | The number of uploads is exceeded | (AJAX Response Object) |
rejected | The file size exceeds the limit | (AJAX Response Object) |
rejected | The file size is too large or an unknown error occurs | (AJAX Response Object) |
rejected | The server doesn't support file uploads | This transport doesn't support file uploads |
downloadFile
Downloads the file to the client machine. Example
oMyPlugin.command('WebChatService.downloadFile', {fileId: '1', fileName: 'myfile.txt'}).done(function(e){
// WebChatService sent file successfully
}).fail(function(e){
// WebChatService failed to send file
});
Options
Option | Type | Description |
---|---|---|
field | string | This is the id of the file to be downloaded from the session |
Resolutions
Status | When | Returns |
---|---|---|
resolved | The file is downloaded successfully | n/a |
getSessionData
[Introduced: 9.0.002.06]
Retrieves the active session data at any time.
Example
oMyPlugin.command('WebChatService.getSessionData')
Resolutions
Status | When | Returns | Introduced / Updated |
---|---|---|---|
resolved | Always, when using Chat via GMS API. For more information, see the 'GMS' tab in the 'Options' table in configuration options. | {secureKey: (string), sessionID: (number/string), alias: (number/string), userId: (number/string)} | |
resolved | Always, when using Chat via Genesys Multicloud CX v3 API. For more information, see the 'Genesys Multicloud CX v3' tab in the 'Options' table in configuration options. | {participantId: (string), sessionId: {string), token: (string), transportId: (string)} | 9.0.008.04 |
rejected | Never | undefined |
fetchHistory
[Introduced: 9.0.008.04]
This applies only in Asynchronous mode to fetch older chat messages. It does not fetch all of the messages at once; rather a certain number of messages are fetched every time this command is called. Response data will be available in the messageReceived event. This internal command determines the last received message index and, based on this information, fetches older messages whenever it is called.
Example
oMyPlugin.command('WebChatService.fetchHistory')
Resolutions
Status | When | Returns |
---|---|---|
resolved | Old messages are retrieved | (AJAX Response Object) |
rejected | Request fails | (AJAX Response Object) |
rejected | Asynchronous mode is not enabled | Fetching history messages applies only to Asynchronous chat |
rejected | All messages are received | No more messages to fetch |
registerTypingPreviewInput
Selects an HTML input to watch for key events. Used to trigger startTyping and stopTyping automatically.
Example
oMyPlugin.command('WebChatService.registerTypingPreviewInput', {input: $('input') }).done(function(e){
// WebChatService registered input area successfully
}).fail(function(e){
// WebChatService failed to register typing preview
});
Options
Option | Type | Description |
---|---|---|
input | HTML Reference | An HTML reference to a text or textarea input |
Resolutions
Status | When | Returns |
---|---|---|
resolved | Valid HTML input reference is provided | n/a |
rejected | Invalid or missing HTML input reference | 'Invalid value provided for the 'input' property. An HTML element reference to a textarea or text input is required.' |
registerPreProcessor
Registers a function that receives the message object, allowing you to manipulate the values before it is rendered in the transcript.
Example
oMyPlugin.command('WebChatService.registerPreProcessor', {preprocessor: function(message){
message.text = message.text + ' some preprocessing text';
return message;
} }).done(function(e){
// WebChatService registered preprocessor function
// e == function that was registered
}).fail(function(e){
// WebChatService failed to register function
});
Options
Option | Type | Description |
---|---|---|
preprocessor | function | The preprocessor function you want to register. |
Resolutions
Status | When | Returns |
---|---|---|
resolved | A valid preprocessor function is provided and is registered | The registered preprocessor function. |
rejected | An invalid preprocessor function is provided | No preprocessor function provided. Type provided was '<DATATYPE>'. |
verifySession
Checks for existing WebChat session before triggering a proactive invite.
oMyPlugin.command('WebChatService.verifySession').done(function(e){
if(e.sessionActive) {
// dont show chat invite
} else if(!e.sessionActive) {
if(oMyPlugin.data('WebChat.open') == false){
// show chat invite
} else {
// dont trigger chat invite
}
}
}).fail(function(e){
// verifySession not supported for the transport
});
Resolutions
Status | When | Returns |
---|---|---|
resolved | A session exists or not | A boolean sessionActive, which holds the session state |
rejected | The verifySession command is not supported for this transport | This transport doesn't support the verifySession command |
API events
Once you've registered your plugin on the bus, you can subscribe to and listen for published events. Here's how to use the global bus object to register a new plugin on the bus.
var oMyPlugin = window._genesys.widgets.bus.registerPlugin('MyPlugin');
oMyPlugin.subscribe('WebChatService.ready', function(e){});
Name | Description | Data | Introduced/updated |
---|---|---|---|
ready | WebChatService is initialized and ready to accept commands. | n/a | |
restored | Chat session has been restored after page navigation or refresh. In Asynchronous mode, this event includes data indicating whether a chat session has been restored in Async mode or not. | {async: (boolean)} | 9.0.002.06 |
restoreTimeout | Chat session restoration attempted was denied after user navigated away from originating website for longer than the time limit: default 60 seconds. | n/a | |
restoreFailed | Could not restore chat session after page navigation or refresh. | n/a | |
restoredOffline | Chat session was restored normally but chat server is offline. This means no messages can come through. When chat server is comes back online, 'chatServerBackOnline' is published. | n/a | |
messageReceived | A new message has been received from the server. Includes text messages, status messages, notices, and other message types. | {originalMessages: (object), messages: (array of objects), restoring: (boolean), sessionData: (object)} | 9.0.002.06 |
error | An error occurred between the client and the server. | (AJAX Response) | |
started | Chat session has successfully started. | (AJAX Response containing session data) | |
ended | Chat session has successfully ended. | n/a | |
agentTypingStarted | Agents has started typing a new message. | (AJAX Response) | |
agentTypingStopped | Agent has stopped typing. | (AJAX Response) | |
pollingStarted | Chat server automatic polling has started. | n/a | |
pollingStopped | Chat server automatic polling has stopped. | n/a | |
clientConnected | Indicates the user has been connected to the chat session. | {message: (object), agents: (object), numAgentsConnected: (number)} | |
clientDisconnected | Indicates the user has been disconnected form the chat session. | {message: (object), agents: (object), numAgentsConnected: (number)} | |
agentConnected | Indicates an agent has connected to the chat. | {message: (object), agents: (object), numAgentsConnected: (number)} | |
agentDisconnected | Indicates an agent has disconnected from the chat. | {message: (object), agents: (object), numAgentsConnected: (number)} | |
supervisorConnected | Indicates a supervisor has connected to the chat. | {message: (object), agents: (object), numAgentsConnected: (number)} | |
supervisorDisconnected | Indicates a supervisor has disconnected from the chat. | {message: (object), agents: (object), numAgentsConnected: (number)} | |
botConnected | Indicates a bot has connected to the chat.
Important This event is applicable only when using v2 API. |
{message: (object), agents: (object), numAgentsConnected: (number)} | 9.0.014.13 |
botDisconnected | Indicates a bot has disconnected from the chat.
Important This event is applicable only when using v2 API. |
{message: (object), agents: (object), numAgentsConnected: (number)} | 9.0.014.13 |
clientTypingStarted | The user has started typing. Sends an event to the agent. | n/a | |
clientTypingStopped | After a user stops typing, a countdown begins. When the countdown completes, the typing notification will clear for the agent. | n/a | |
disconnected | Cannot reach servers. No connection. Either the user is offline or the server is offline. | n/a | |
reconnected | Connection restored. This event is only published after 'disconnected'. | n/a | |
chatServerWentOffline | Chat server has gone offline but chat session has not ended. New messages are temporarily unavailable. This event is published only after the configuration option 'pollExceptionLimit' has been exceeded. Default limit is 5 poll exceptions. 'restoredOffline' is an alternate to this event that is used only when the chat server is down while trying to restore your chat session. The reason for having two events is to allow for separate handling of both scenarios. Important This event is applicable only when using v2 API. |
n/a | |
chatServerBackOnline | Chat server had come back online after going offline. This will only be published after 'chatServerWentOffline'.
Important This event is applicable only when using v2 API. |
n/a | |
connectionPending | If there is a connection problem and WebChatService is trying to reconnect, this event will be published. Published before 'chatServerWentOffline'.
Important This event is applicable only when using v2 API. |
n/a | |
connectionRestored | Is published when the connection has be reestablished. Publishes at the same time as 'chatServerBackOnline'. | n/a |