What the TrueEngage widget adds on top of Genesys Cloud web messaging

Enhanced web messaging is Genesys Cloud web messaging with a customisable design and the other contact options around it in one widget. The chat still routes to a Genesys Messenger deployment, so bot flows, quick replies and carousels work as they do today. This post lists what the widget adds and what a business user controls without a developer.

What stays the same?

Routing. The widget sends the conversation to the Genesys Messenger deployment chosen in the TrueEngage panel. Every native web messaging feature remains: quick replies, carousels, bot flows, agent handover, history. The agent works the conversation in Genesys Cloud; reporting and recording are native.

What does the widget add for the visitor?

• Transcript export, so the visitor can keep the conversation.
• Emoji, sounds and unread badges.
• Pre-interaction forms per channel: name, phone, email, topic, consents and custom fields, passed into Genesys Cloud as participant data for routing and shown to the agent in the TrueEngage Agent App.
• In-interaction forms, filled during the chat and picked up by a bot flow waiting for the form event.
• A one-click upgrade to voice or video while the chat stays open.
• WhatsApp and Facebook Messenger as options in the same widget, using the number and the Facebook integration already configured in Genesys Cloud.

What does a business user control?

Design: header, colours including gradients, logo, avatars, fonts, corner radius and position on the page. Texts in every state. Which channels show, and a single-channel view when one option is enough. Transcript on or off. Per channel, a schedule group that hides the option outside hours and an expected-wait-time threshold that hides it under load.

How does it get on the site?

One script before the closing body tag, or a Google Tag Manager custom HTML tag. One script serves every widget in the account; which widget shows on which page is decided by targeting rules in the panel: URL rules including regular expressions, country, device, UTM parameters and referrer, with a priority order when several match.

Questions people ask

Do agent avatars show in the widget?

Yes, when the Genesys Cloud setting "Humanize your conversation" is on for the Messenger deployment.

Can the widget show the Genesys knowledge base?

Yes. The Genesys knowledge base can be exposed as a tab in the widget alongside the contact options.

Does WhatsApp work on the mobile app or the kiosk?

WhatsApp and Messenger are website channels. Mobile and kiosk touchpoints carry voice, video and messaging.