Difference between revisions of "WID/Current/SDK/WebChatService-combined"

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(Published)
(Published)
Line 4: Line 4:
 
|TocName=WebChatService
 
|TocName=WebChatService
 
|Context=Learn how to use Genesys chat services.
 
|Context=Learn how to use Genesys chat services.
−
|Dimension=
 
−
|UseCase=
 
 
|ComingSoon=No
 
|ComingSoon=No
 
|Platform=PureEngage
 
|Platform=PureEngage
−
|Role=
 
−
|Application=
 
 
|Prereq=
 
|Prereq=
 
|Section={{Section
 
|Section={{Section
Line 414: Line 410:
 
{{!}}-  
 
{{!}}-  
 
{{!}}resolved
 
{{!}}resolved
−
{{!}}When server confirms session started
+
{{!}}Server confirms session started
 
{{!}}(AJAX Response Object)
 
{{!}}(AJAX Response Object)
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When a chat session is already active
+
{{!}}A chat session is already active
 
{{!}}'There is already an active chat session'
 
{{!}}'There is already an active chat session'
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When AJAX exception occurs
+
{{!}}AJAX exception occurs
 
{{!}}(AJAX Response Object)
 
{{!}}(AJAX Response Object)
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When server exception occurs
+
{{!}}Server exception occurs
 
{{!}}(AJAX Response Object)
 
{{!}}(AJAX Response Object)
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When userData is invalid
+
{{!}}userData is invalid
 
{{!}}'malformed data object provided in userData property'
 
{{!}}'malformed data object provided in userData property'
 
{{!}}-  
 
{{!}}-  
Line 460: Line 456:
 
{{!}}-  
 
{{!}}-  
 
{{!}}resolved
 
{{!}}resolved
−
{{!}}When active session is ended successfully
+
{{!}}Active session is ended successfully
 
{{!}}(AJAX Response Object)
 
{{!}}(AJAX Response Object)
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}If no chat session is currently active
+
{{!}}No chat session is currently active
 
{{!}}'There is no active chat session'
 
{{!}}'There is no active chat session'
 
{{!}}-  
 
{{!}}-  
Line 507: Line 503:
 
{{!}}-  
 
{{!}}-  
 
{{!}}resolved
 
{{!}}resolved
−
{{!}}When message is successfully sent
+
{{!}}Message is successfully sent
 
{{!}}(AJAX Response Object)
 
{{!}}(AJAX Response Object)
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}If no message text provided
+
{{!}}No message text provided
 
{{!}}'No message text provided'
 
{{!}}'No message text provided'
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}If no chat session is currently active
+
{{!}}No chat session is currently active
 
{{!}}'There is no active chat session'
 
{{!}}'There is no active chat session'
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When AJAX exception occurs
+
{{!}}AJAX exception occurs
 
{{!}}(AJAX Response Object)
 
{{!}}(AJAX Response Object)
 
{{!}}-  
 
{{!}}-  
Line 564: Line 560:
 
{{!}}-  
 
{{!}}-  
 
{{!}}resolved
 
{{!}}resolved
−
{{!}}When message is successfully sent
+
{{!}}Message is successfully sent
 
{{!}}(AJAX Response Object)
 
{{!}}(AJAX Response Object)
 
{{!}}
 
{{!}}
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When AJAX exception occurs
+
{{!}}AJAX exception occurs
 
{{!}}(AJAX Response Object)
 
{{!}}(AJAX Response Object)
 
{{!}}
 
{{!}}
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When the server doesn't support receiving custom notices
+
{{!}}The server doesn't support receiving custom notices
 
{{!}}This transport doesn't support sendCustomNotice command.
 
{{!}}This transport doesn't support sendCustomNotice command.
 
{{!}}9.0.008.04
 
{{!}}9.0.008.04
Line 620: Line 616:
 
{{!}}-  
 
{{!}}-  
 
{{!}}resolved
 
{{!}}resolved
−
{{!}}When AJAX request is successful
+
{{!}}AJAX request is successful
 
{{!}}(AJAX Response Object)
 
{{!}}(AJAX Response Object)
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When AJAX exception occurs
+
{{!}}AJAX exception occurs
 
{{!}}(AJAX Response Object)
 
{{!}}(AJAX Response Object)
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}If no chat session is currently active
+
{{!}}No chat session is currently active
 
{{!}}'There is no active chat session'
 
{{!}}'There is no active chat session'
 
{{!}}-  
 
{{!}}-  
Line 683: Line 679:
 
{{!}}-  
 
{{!}}-  
 
{{!}}resolved
 
{{!}}resolved
−
{{!}}When there is an active session
+
{{!}}There is an active session
 
{{!}}n/a
 
{{!}}n/a
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}If no chat session is currently active
+
{{!}}No chat session is currently active
 
{{!}}'No active chat session'
 
{{!}}'No active chat session'
 
{{!}}-  
 
{{!}}-  
Line 734: Line 730:
 
{{!}}-  
 
{{!}}-  
 
{{!}}resolved
 
{{!}}resolved
−
{{!}}When valid filters are provided
+
{{!}}Valid filters are provided
 
{{!}}Array of all registered prefilters.
 
{{!}}Array of all registered prefilters.
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When invalid or missing filters provided
+
{{!}}Invalid or missing filters provided
 
{{!}}'Missing or invalid filters provided. Please provide a regular expression or an array of regular expressions.'
 
{{!}}'Missing or invalid filters provided. Please provide a regular expression or an array of regular expressions.'
 
{{!}}-  
 
{{!}}-  
Line 832: Line 828:
 
{{!}}-  
 
{{!}}-  
 
{{!}}resolved
 
{{!}}resolved
−
{{!}}When there is an active session
+
{{!}}There is an active session
 
{{!}}n/a
 
{{!}}n/a
 
{{!}}
 
{{!}}
Line 842: Line 838:
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}If no chat session is currently active
+
{{!}}No chat session is currently active
 
{{!}}'previous poll has not finished.'
 
{{!}}'previous poll has not finished.'
 
{{!}}
 
{{!}}
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When the server doesn't support polling
+
{{!}}The server doesn't support polling
 
{{!}}'This transport doesn't support polling.'
 
{{!}}'This transport doesn't support polling.'
 
{{!}}9.0.008.04
 
{{!}}9.0.008.04
Line 880: Line 876:
 
{{!}}-  
 
{{!}}-  
 
{{!}}resolved
 
{{!}}resolved
−
{{!}}When there is an active session
+
{{!}}There is an active session
 
{{!}}n/a
 
{{!}}n/a
 
{{!}}
 
{{!}}
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When no chat session is currently active
+
{{!}}No chat session is currently active
 
{{!}}No active chat session
 
{{!}}No active chat session
 
{{!}}
 
{{!}}
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When the server doesn't support polling
+
{{!}}The server doesn't support polling
 
{{!}}This transport doesn't support polling
 
{{!}}This transport doesn't support polling
 
{{!}}9.0.008.04
 
{{!}}9.0.008.04
Line 923: Line 919:
 
{{!}}-  
 
{{!}}-  
 
{{!}}resolved
 
{{!}}resolved
−
{{!}}When there is an active session
+
{{!}}There is an active session
 
{{!}}n/a
 
{{!}}n/a
 
{{!}}
 
{{!}}
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}If no chat session is currently active
+
{{!}}No chat session is currently active
 
{{!}}No active chat session
 
{{!}}No active chat session
 
{{!}}
 
{{!}}
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When the server doesn't support polling
+
{{!}}The server doesn't support polling
 
{{!}}This transport doesn't support polling
 
{{!}}This transport doesn't support polling
 
{{!}}9.0.008.04
 
{{!}}9.0.008.04
Line 971: Line 967:
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When the server doesn't support polling
+
{{!}}The server doesn't support polling
 
{{!}}This transport doesn't support resetPollExceptions command.
 
{{!}}This transport doesn't support resetPollExceptions command.
 
{{!}}9.0.008.04
 
{{!}}9.0.008.04
Line 1,022: Line 1,018:
 
{{!}}-  
 
{{!}}-  
 
{{!}}resolved
 
{{!}}resolved
−
{{!}}Session has been found.
+
{{!}}Session has been found
 
{{!}}n/a
 
{{!}}n/a
 
{{!}}
 
{{!}}
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}Session cannot be found.
+
{{!}}Session cannot be found
 
{{!}}n/a
 
{{!}}n/a
 
{{!}}
 
{{!}}
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}Restoring chat session is in progress.
+
{{!}}Restoring chat session is in progress
 
{{!}}Already restoring. Ignoring request.
 
{{!}}Already restoring. Ignoring request.
 
{{!}}9.0.002.06
 
{{!}}9.0.002.06
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}Chat session is already active.
+
{{!}}Chat session is already active
 
{{!}}Chat session is already active, ignoring restore command.
 
{{!}}Chat session is already active, ignoring restore command.
 
{{!}}9.0.002.06
 
{{!}}9.0.002.06
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}Trying restore chat session manually.
+
{{!}}Trying restore chat session manually
 
{{!}}Access Denied to private command. Only WebChatService is allowed to invoke this command in Non-Async mode.
 
{{!}}Access Denied to private command. Only WebChatService is allowed to invoke this command in Non-Async mode.
 
{{!}}9.0.002.06
 
{{!}}9.0.002.06
Line 1,190: Line 1,186:
 
{{!}}-  
 
{{!}}-  
 
{{!}}resolved
 
{{!}}resolved
−
{{!}}When the file sent is a valid type and size
+
{{!}}The file sent is a valid type and size
 
{{!}}(AJAX Response Object)
 
{{!}}(AJAX Response Object)
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When the file sent is an invalid type
+
{{!}}The file sent is an invalid type
 
{{!}}(AJAX Response Object)
 
{{!}}(AJAX Response Object)
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When the number of uploads is exceeded
+
{{!}}The number of uploads is exceeded
 
{{!}}(AJAX Response Object)
 
{{!}}(AJAX Response Object)
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When the file size exceeds the limit
+
{{!}}The file size exceeds the limit
 
{{!}}(AJAX Response Object)
 
{{!}}(AJAX Response Object)
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When the file size is too large or an unknown error occurs
+
{{!}}The file size is too large or an unknown error occurs
 
{{!}}(AJAX Response Object)
 
{{!}}(AJAX Response Object)
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When the server doesn't support file uploads
+
{{!}}The server doesn't support file uploads
 
{{!}}This transport doesn't support file uploads
 
{{!}}This transport doesn't support file uploads
 
{{!}}-  
 
{{!}}-  
Line 1,251: Line 1,247:
 
{{!}}-
 
{{!}}-
 
{{!}}resolved
 
{{!}}resolved
−
{{!}}When the file is downloaded successfully
+
{{!}}The file is downloaded successfully
 
{{!}}n/a
 
{{!}}n/a
 
{{!}}-  
 
{{!}}-  
Line 1,298: Line 1,294:
 
'''[Introduced: 9.0.008.04]'''
 
'''[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 {{Link-SomewhereInThisVersion|manual=SDK|topic=WebChatService-combined|anchor=events|display text=messageReceived}} event.
+
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 {{Link-SomewhereInThisVersion|manual=SDK|topic=WebChatService-combined|anchor=events|display text=messageReceived}} event.
  
 
====Example====
 
====Example====
Line 1,315: Line 1,311:
 
{{!}}-  
 
{{!}}-  
 
{{!}}resolved
 
{{!}}resolved
−
{{!}}When old messages are retrieved.
+
{{!}}Old messages are retrieved
 
{{!}}(AJAX Response Object)
 
{{!}}(AJAX Response Object)
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When request fails.
+
{{!}}Request fails
 
{{!}}(AJAX Response Object)
 
{{!}}(AJAX Response Object)
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When Asynchronous mode is not enabled.
+
{{!}}Asynchronous mode is not enabled
 
{{!}}Fetching history messages applies only to Asynchronous chat
 
{{!}}Fetching history messages applies only to Asynchronous chat
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When all messages are received
+
{{!}}All messages are received
 
{{!}}No more messages to fetch
 
{{!}}No more messages to fetch
 
{{!}}-  
 
{{!}}-  
Line 1,372: Line 1,368:
 
{{!}}-  
 
{{!}}-  
 
{{!}}resolved
 
{{!}}resolved
−
{{!}}When valid HTML input reference is provided
+
{{!}}Valid HTML input reference is provided
 
{{!}}n/a
 
{{!}}n/a
 
{{!}}-  
 
{{!}}-  
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When invalid or missing HTML input reference
+
{{!}}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.'
 
{{!}}'Invalid value provided for the 'input' property. An HTML element reference to a textarea or text input is required.'
 
{{!}}-  
 
{{!}}-  
Line 1,416: Line 1,412:
 
{{!}}-
 
{{!}}-
 
{{!}}resolved
 
{{!}}resolved
−
{{!}}When a valid preprocessor function is provided and is registered.
+
{{!}}A valid preprocessor function is provided and is registered
 
{{!}}The registered preprocessor function.
 
{{!}}The registered preprocessor function.
 
{{!}}-
 
{{!}}-
 
{{!}}rejected
 
{{!}}rejected
−
{{!}}When an invalid preprocessor function is provided.
+
{{!}}An invalid preprocessor function is provided
 
{{!}}No preprocessor function provided. Type provided was '<DATATYPE>'.<br />
 
{{!}}No preprocessor function provided. Type provided was '<DATATYPE>'.<br />
 
{{!}}}
 
{{!}}}

Revision as of 17:27, May 22, 2020

This topic is part of the manual Widgets API Reference for version Current of Widgets.

Learn how to use Genesys chat services.

Related documentation:

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 up with 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.

Configuration

WebChat and WebChatService share the _genesys.widgets.webchat configuration namespace. WebChat contains the UI options and WebChatService contains the connection options.

Important
Starting with version 9.0.008.04, WebChatService allows you to choose between the types of chat services available in Genesys via the transport section configuration 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. n/a Yes, if using Apigee Proxy
endpoint string Manually select the endpoint to initiate chat on. 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}). {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 PureEngage 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.setSessionData function A function that you can define to retrieve updated session data from 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 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.getSessionData function A function that you can define to return the session data to WebChatService plugin. During initialization, 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 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 will be needed 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.

Important
The global bus object is a debugging tool. When implementing Widgets on your own site, do not use the global bus object to register your custom plugins. Instead, see Widgets Extensions for more information about extending Genesys Widgets.
var oMyPlugin = window._genesys.widgets.bus.registerPlugin('MyPlugin');

oMyPlugin.command('WebChatService.getAgents');
Important
Starting with version 9.0.008.04, WebChatService allows you to choose between the types of chat API services available in Genesys via the transport section configuration options. For more information, see the Options table in WebChatService Configuration.

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 GMS or with the service configured under transport section.

Example

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
});

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'.
email 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 GMS 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 use 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 chat session. A visual indication will be shown to 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.

Important
Filters are now automatically stored and recalled on chat restore for the duration of the session.

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

Important
Filters are now automatically stored and recalled on chat restore for the duration of the session.

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 PureEngage v3 API. For more information, see the “PureEngage v3” tab in the “Options” table in WebChatService Configuration. (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.

Important
For more information on the fields included in JSON response, see Digital Channels Chat V2 Response Format.

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.

Important
This command is not applicable when using Chat via GMS.

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 WebChatService Configuration. {secureKey: (string), sessionID: (number/string), alias: (number/string), userId: (number/string)}
resolved Always, when using Chat via PureEngage v3 API. For more information, see the 'PureEngage v3' tab in the 'Options' table in WebChatService Configuration. {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.

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>'.


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.

Important
The global bus object is a debugging tool. When implementing Widgets on your own site, do not use the global bus object to register your custom plugins. Instead, see Widgets Extensions for more information about extending Genesys Widgets.
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 WebChat with 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 WebChat with 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 WebChat with 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 WebChat with 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 WebChat with v2 API.
 n/a
connectionRestored Is published when the connection has be reestablished. Publishes at the same time as 'chatServerBackOnline'. n/a
Retrieved from "https://all.docs.genesys.com/WID/Current/SDK/WebChatService-combined (2024-11-09 11:47:13)"
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