# Genesys Cloud - How to - Contact Center -  Create widget for web chat

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## Create a Widget for Web Chat (Genesys Cloud)

### Summary

Creating a **Web Chat Widget** in Genesys Cloud allows organizations to embed a **chat interface on their website** so customers can communicate directly with support agents. The widget provides a simple way for visitors to start a conversation with the contact center without making a phone call.

Once configured, the widget connects to **Genesys Cloud chat flows and queues**, allowing interactions to be routed through the **ACD (Automatic Contact Distribution) system**. Customers initiate chat from the website, and agents handle the interaction within the **Agent Workspace**.

---

## Utilization

| Use Case | Description |
|---|---|
| Website customer support | Customers can chat with agents directly from a website |
| Pre-sales assistance | Sales teams assist customers browsing products or services |
| Technical support | Users receive help with troubleshooting or product questions |
| Customer engagement | Organizations offer real-time help during online sessions |
| Omnichannel support | Chat integrates with other interaction channels such as voice, email, and messaging |

Web chat widgets provide a **convenient and accessible way for customers to communicate with support teams in real time**.

---

## Best Practices

| Practice | Reason |
|---|---|
| Customize the widget to match brand design | Provides a consistent user experience |
| Configure proper chat routing to queues | Ensures chats reach the correct team |
| Use pre-chat forms when necessary | Collects useful information before starting the conversation |
| Set clear business hours for chat availability | Prevents customer frustration when agents are unavailable |
| Test the widget before publishing on the website | Ensures proper functionality and routing |
| Monitor chat performance metrics | Helps improve response times and service quality |

---

## Example Scenarios

### Scenario 1 – Customer Initiates Web Chat

```text
Customer visits company website
        ↓
Customer clicks chat widget
        ↓
Chat session starts
        ↓
Chat interaction routed to support queue
        ↓
Agent accepts and responds
````

---

### Scenario 2 – Pre-Chat Information Collection

```text
Customer opens chat widget
        ↓
Pre-chat form asks for name and issue
        ↓
Customer submits form
        ↓
Interaction routed to appropriate queue
        ↓
Agent begins conversation with context
```

---

### Scenario 3 – Website Sales Assistance

```text
Customer browsing product page
        ↓
Customer opens chat widget
        ↓
Customer asks product questions
        ↓
Agent provides information and guidance
```

---

## Key Benefits

| Benefit                        | Explanation                                            |
| ------------------------------ | ------------------------------------------------------ |
| Real-time customer support     | Customers receive immediate assistance                 |
| Improved customer engagement   | Website visitors can easily contact support            |
| Omnichannel integration        | Chat interactions integrate with Genesys Cloud routing |
| Efficient interaction handling | Agents manage chats alongside other channels           |
| Enhanced customer experience   | Reduces friction compared to phone support             |

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```