Chat integration

NICE CXone API & Integrations
1

Hi there,

we successfully integrated the chat solution in my company, but now is time for enhancements. So I already know I can display a specific message and not process the chat if the customer starts an interaction and no agent is available. Next step would be to be able to display that chat is not available before the customer starting the interaction (and not display the registration form).
I am pretty sure there is a way to achieve this but looking at the Genesys doc I am a bit confused…

Has anyone tried this before?

2

That is just HTML side, you need to use maybe common javascript and some CSS maybe
Genesys chat itself has nothing to do on that control

Enviado de meu E6633 usando Tapatalk

3

Hm, everything is working fine so far. But now I am literally trying to pull data from the stat server from the web client… and I cannot find anything around this.

4

Then Chat is not what you need, it is PSDK on a Java or Net flavor. Chat will access those only once the session has been established and never before.
PSDK will be able to access your StatServer data before and at any time.

Enviado de meu E6633 usando Tapatalk

5

Which API are you using?

Is it Web API Server 8.1, Web API Server 8.5 or GMS?

6

We use GWE 8.5. I would highly be surprised if this was not possible, I just have no clue as to how it can be done. Anyone already achieved this?

7

What chat mode do you mean - proactive or reactive? For proactive mode, there is built-in functions for that (pacing,etc) - so, in case there is no available agent or the chat backend is not working at all, the invite for chat is not appeared to the client. For reactive mode, you have to check the availability of call center’s resources through the provided APIs. Follow the documentation to learn more about GWE.