Web Messaging widget config not applying custom colors or launcher position

NICE CXone API & Integrations
1

Stuck on a UI customization issue with the Genesys Cloud Web Messaging widget. We’re trying to match our brand colors and move the launcher button to the left side, but the settings seem to be ignored by the SDK.

I’ve been following the deployment guide, passing the configuration object directly to the genesyscloud.messenger.init call. Here’s the snippet I’m using:

const config = {
 region: 'us-east-1',
 orgGuid: 'our-org-guid-here',
 deploymentGuid: 'deployment-guid-here',
 uiOverrides: {
 launcher: {
 position: 'left',
 color: '#FF5733'
 },
 chatHeader: {
 backgroundColor: '#FF5733'
 }
 }
};

genesyscloud.messenger.init(config);

The widget loads fine. No console errors. But the launcher stays on the right, and the color remains the default blue. I’ve verified the deploymentGuid is correct by checking it against our admin UI. It’s definitely a valid deployment.

Tried a few things:

  • Checked the network tab. The widget fetches the deployment config from https://messaging.pure.cloud/api/v2/deployments/{guid}. The JSON response doesn’t seem to include my uiOverrides.
  • Cleared cache and cookies. Tried incognito mode. Same result.
  • Checked the docs for genesyscloud.messenger.init. It says uiOverrides should work for basic styling.

Is there a specific permission needed on the deployment resource to allow UI overrides? Or am I missing a step in the initialization cess? The documentation is pretty sparse on this specific part.

Also, is there a way to debug which config is actually being applied? The widget renders, but it’s using defaults. Not sure if the overrides are being stripped out or just ignored.

Any help would be appreciated. It’s Friday afternoon here in Sydney, and I’d really like to get this sorted before the weekend. The client is pushing for the color change.

Thanks.