Genesys Cloud - How to - Create widget for web chat

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

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

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

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