Cookies

This topic is part of the manual Widgets Developer's Guide for version Current of Widgets.

Overview

Purpose

Genesys Widgets uses cookies to store non-sensitive data in the browser. The end-user's browser must allow cookies for Genesys Widgets to operate properly. Each cookie is required, and without the ability to read and write these cookies, Genesys Widgets features will not function properly.

Cookie creation

All cookies start with the prefix "_genesys.widgets" to easily identify them. By default, Genesys Widgets cookies are created in a way that allows the cookies to be read across sub-domains by setting the "domain" attribute in the cookie options. We derive the proper domain value by parsing the host site's domain and extracting it.

Important

Genesys Widgets never stores Personally Identifiable Information (PII) in its cookies.

Duration

All cookies used by Genesys Widgets are created as session cookies and will be deleted when the user's browser is fully closed.

Sub-domains

Normally, cookies cannot be transferred between sub-domains of a website unless they are configured to do so. Genesys Widgets automatically detects the domain of the host site and configures all cookies to be transferable between sub-domains. For example, you could start a chat on www.testsite.com and restore that chat session on store.testsite.com, support.testsite.com, or portal.testsite.com.

Cookie support in test environments

Genesys Widgets uses special cookies that persist across sub-domains. This is a critical feature for plugins like WebChat that need to restore an active chat session while navigating around a website. The side effect of using this type of cookie is they won't work when using test environment domain names such as "localhost" or an IP address. You must use a fully-qualified domain name (FQDN) such as "localhost.com" or any other variant that can be identified as a domain name. Cookies will also fail to work if you run the test site as an HTML file path directly in the browser.

One workaround is to update your system's hosts file to create an FQDN alias for "localhost", your test environment's name, or an IP address.

Example

  127.0.0.1       localhost
  127.0.0.1       localhost.com

A fully-qualified domain name (FQDN) such as "localhost.com" or any other variant that can be identified as a domain name is not mandatory, but it is recommended. This way, the cookies will also work when using test environment domain names such as "localhost" or an IP address.

The following is a list of cookies used by Genesys Widgets.

App

Cookie Name	Purpose
_genesys.widgets.app.autoLoadList	Contains a list of active plugin names that are updated based on the usage of widgets during the lazy loading deployment method. This is to ensure that a widget is auto-loaded during a page refresh or page navigation when there is an active session associated with it.

Console

Cookie Name	Purpose
_genesys.widgets.console.session	Contains the active Console plugin open/close state.
_genesys.widgets.console.commandPlugin	Contains the selected plugin name from the Commands section.
_genesys.widgets.console.command	Contains the selected command to run from the Commands section.
_genesys.widgets.console.eventPlugin	Contains the selected plugin from the Events section to listen for events.
_genesys.widgets.console.event	Contains the selected event type to listen against, from the Events section.
_genesys.widgets.console.optionsArea	Contains the command options to send when executing a command.
_genesys.widgets.console.activeSubscriptions	Contains the list of all active event subscriptions listening via the Console plugin.
_genesys.widgets.console.windowPosition	Contains the position of the Console plugin on the screen.

WebChat

Cookie Name	Purpose
_genesys.widgets.webchat.state.open	Contains the WebChat Widget open or close state for internal tracking purposes.
_genesys.widgets.webchat.state.keys	Can contain encrypted keys related to the current active chat session.
_genesys.widgets.webchat.state.ping	Contains the time at which the last successful request was made to the server.
_genesys.widgets.webchat.metaData	Contains all the Metadata details related to the current active chat session.
_genesys.widgets.webchat.state.index	Contains the last unique Message ID for internal tracking purposes.
_genesys.widgets.webchat.state.filters	Contains any prefilters that were added using WebChatService plugin commands addPrefilter or sendFilteredMessage.
_genesys.widgets.webchat.state.session	Contains the unique Session ID related to the current active chat session. It is used to restore the active chat session during scenarios like page refresh or page navigation.
_genesys.widgets.webchat.state.minimized	Contains the WebChat Widget minimized or maximized state for internal tracking purposes.
_genesys.widgets.webchat.autoInvite.disabled	Contains a value that disables or enables the WebChat autoInvite feature. It is dynamically updated based on the user's response to the initial WebChat invite.
_genesys.widgets.webchat.state.unreadMessages	Tracks the number of unread messages during an active chat session, when WebChat is minimized. It is cleared whenever the WebChat Widget is maximized by the user to read the new messages.
_genesys.widgets.webchat.state.lastMessageCountRead	Contains the number of messages that are read during an active chat session that calculates the number of unread messages when WebChat is minimized. It is automatically cleared whenever the WebChat Widget is maximized or closed/ended.
_genesys.widgets.webchat.state.asyncUnreadMessageCount	Keeps track of the number of unread messages related to an Async Chat, when WebChat is minimized. It is cleared whenever the WebChat Widget is maximized by the user to read the new messages.
_genesys.widgets.webchat.state.pureengage-v3-rest.session	Used only with Genesys Engage V3 API. It contains the Session ID related to the current active chat session. It is used to restore the active chat session during scenarios like page refresh or page navigation.
_genesys.widgets.webchat.state.pureengage-v3-rest.keys	Used only with Genesys Engage V3 API, containing the encrypted keys related to the current active chat session.
_genesys.widgets.webchat.state.pureengage-v3-rest.index	Used only with Genesys Engage V3 API, containing the last unique message ID for internal tracking purposes.
_genesys.widgets.webchat.state.pureengage-v3-rest.open	Used only with Genesys Engage V3 API, containing the WebChat Widget open or close state for internal tracking purposes.
_genesys.widgets.webchat.state.purecloud-v2-sockets.JWtoken	Used only with Genesys Cloud V2 API, containing the JWT token related to the current active chat session.
_genesys.widgets.webchat.state.purecloud-v2-sockets.ConversationID	Used only with Genesys Cloud V2 API, containing the active conversation ID related to the current chat session.
_genesys.widgets.webchat.state.purecloud-v2-sockets.MemberID	Used only with Genesys Cloud V2 API, containing the user ID of the WebChat Widget related to the current active chat session.
_genesys.widgets.webchat.state.purecloud-v2-sockets.WS_URL	Used only with Genesys Cloud V2 API, containing the WebSocket event stream URI for listening to new incoming messages.
_genesys.widgets.webchat.state.purecloud-v2-sockets.LastMsgId	Used only with Genesys Cloud V2 API, containing the last unique ID of the message sent in the WebChat Widget.

Local storage

Genesys Widgets uses local storage to store non-sensitive data in the the browser with no expiration date.


Key name	Purpose
_genesys.widgets.inFocus	A globally unique identifier (GUID) to identify the current active chat session browser tab/window, when the WebChat Widget opens in multiple browser tabs/windows.

Widgets Developer's Guide

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