Engage

• Developer

Learn how to use the Genesys Engage plugin to integrate any Engage solution with Genesys Widgets.

Related documentation:

• How Widgets works

Overview

The Genesys Engage plugin can integrate any Engage solution with Genesys Widgets. This plugin is generic and contains commands that automate engagement within Widgets.

Configuration

The Genesys Engage plugin doesn't have any configuration options.

Localization

The Genesys Engage plugin 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('Engage.invite');

invite

Opens the Engage Widget and renders the text based on the options provided. If no options are provided, it doesn't open.

Example

oMyPlugin.command('Engage.invite', {
	'type':'toast',
	'timeout':3000,
	'title':'Engagement Title',
	'body':'Engagement invite body content',
	'accept':'Yes',
	'decline':'No, thanks',
	'command': 'WebChat.open',
	'options':{'proactive'; true, 'userData': {'category': 'shoes'}}
});

oMyPlugin.command('Engage.invite',{
	'type':'toast',
	'timeout':3000,
	'title':'Engagement Title',
	'body':'Engagement invite body content',
	'accept':'Yes',
	'decline':'No, thanks'
}).done(function(response){

	// Act upon the received response code 

	switch(response){
	case 'accepted':oMyPlugin.command('WebChat.open'); 
			break;
	case 'declined': break;
	case 'closed': break;
	case 'timeout': break;
}

});

Options

Option	Type	Description
type	string	Widget display type.
timeout	number	Timeout integer in milliseconds.
title	string	String for widget title.
body	string	String for offer body text.
accept	string	String for Accept button text.
decline	string	String for Decline button text.
command	string	Command to execute.
options	object	Options related to the command provided.

Resolutions

Status	When	Returns
resolved	When engage invite is accepted by user.	accepted
resolved	When engage invite is declined by user.	declined
resolved	When engage invite widget is closed by user.	closed
resolved	When engage invite widget closes due to timeout.	timeout

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('KnowledgeCenterService.ready', function(e){ /* sample code */ };

Name	Description	Data
ready	The KnowledgeCenterService widget is loaded.	n/a
online	The KnowledgeCenterService widget is configured and ready to execute requests.	n/a
sessionChanged	The session started or one of its parameters had changed.	{sessionId: (string), language: (string), media: (string), customer: (string)}
noResultsFound	Search did not return results or results are empty	{query: (string), language: (string), media: (string), knowledgebases: (list of string), sessionId: (string), tenantId: (string)}
documentOpened	Full document content has been requested	{language: (string), knowledgebase: (string), sessionId: (string), tenantId: (string), documentId: (string), document: (object)}
searched	Query has been searched and results provided	{query: (string), language: (string), media: (string), knowledgebases: (list of strings), sessionId: (string), documents: (list of objects)}
suggested	Autocomplete queries have been suggested	{language: (string), sessionId: (string), tenantId: (string), query: (string), categories: (list of objects), filters: (object), media: (string), knowledgebases: (list of strings)}
voted	Relevancy feedback has been provided for the search result	{language: (string), sessionId: (string), tenantId: (string), relevant: (boolean), knowledgebase: (string), documentId: (string)}