Create a web chat offer

Learn how to create a web chat offer for your website.

About web messaging

Feature coming soon: Web messaging

This article applies only to customers using web chat. If you are a Genesys Cloud customer, we encourage you to use the new web messaging feature to replace web chat.

Configure the activation time and duration

• Activation time: When to present the web chat offer.
• Time range: Time during which to present the web chat offer.
  Important

  To designate when agents are available, you can select a schedule group. Genesys Predictive Engagement offers chats only when agents are available to connect with visitors who accept the chat offers.

Configure the chat offer

• Offer title text: Text to display in the title bar of the chat.
• Offer text: Text to display to invite the visitor to chat.
• Accept button caption: Text to display on the button that accepts the chat offer.
• Decline button caption: Text to display on the button that declines the chat offer.

Configure the chat window

Your chat window can capture essential information about your visitors. For example:

• Company name
• Email
• Family name
• Gender
• Given name
• Phone number

Genesys Predictive Engagement pre-populates some items for you. However, you can change the settings as necessary.

1. [Type]: Type of information to capture.
2. [Label]: Label to display to visitors.
3. Required: If selected, the data is required.
4. Delete icon: Removes the item.
5. Add more: Click to add another item to capture.
6. Done: Saves your changes.

Important

Genesys Engage: Your chat window fields must include both the Given Name and Family Name fields. These correspond to the First Name and Last Name fields in Genesys Engage. Web chats without this information will fail to start.