PureConnect Web Chat Widgets

We have updated the PureConnect version of Web Chat Widgets to conform better to the Genesys Engage and Genesys Cloud implementations. This update specifically adds an IC Web Services API endpoint to retrieve Web Chat history for Widget users. This eliminates storing the chat history in the widget user's local browser storage and conforms to FedRAMP standards.

This update does not affect the experience of using widgets, but it requires a CIC server update. If your organization uses a CIC server that does not support this new endpoint, your website visitors may lose chat history in the Web Chat widget. When a website visitor reloads the webpage or navigates to a new webpage, chat history is not available in the Web Chat widget.

Important: PureConnect 2020 R2  includes this Web Chat Widget enhancement. This enhancement is being patched back to PureConnect 2018 R4. Your CIC server must be on the current patch level to avoid experiencing a regression. The regression presents itself as the loss of chat history during a switchover event.