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Disabling Chat

  • 1.  Disabling Chat

    Posted 03-17-2020 04:00
    Hi All,

    I noticed that the system has been updated this morning to allow us to disable the chat functionality, but i can't see how to do this in either permissions or people - can anyone point me in the right direction?

     Many Thanks
    Gordon
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Gordon Thomson
    Dialler Manager
    Actavo
    ------------------------------


  • 2.  RE: Disabling Chat

    GENESYS
    Posted 03-17-2020 09:49
    I see that the feature is in Beta, but not yet generally Available...

    Are you part of the Beta?

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: Disabling Chat

    Posted 03-17-2020 10:01
    Hi George,

     i'm not part of the Beta - however there was an e-mail notifying us that the system was to be updated this morning which i assumed meant it's being rolled out?

    ------------------------------
    Gordon Thomson
    Dialler Manager
    Actavo
    ------------------------------



  • 4.  RE: Disabling Chat

    GENESYS
    Posted 03-17-2020 10:22
    I have not seen the email, so I don't know what it may have meant. We don't release new features, normally, on Tuesdays. The internal tracking does not say anything about its release today.

    @trey buck any insights?​

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 5.  RE: Disabling Chat

    GENESYS
    Posted 03-17-2020 10:25
    The feature (or rather, removal of Collaborate Chat capabilities) requires a new permission which was added last night.  However, the feature toggle and code that checks for the new permission is not released yet and is currently planned for release on 4/1.  The permission needed to be applied to all orgs ahead of the GA date so we just took care of it now to provide some buffer ahead of the GA code release.

    ------------------------------
    Trey Buck
    Genesys - Employees
    Senior Product Manager
    ------------------------------



  • 6.  RE: Disabling Chat

    GENESYS
    Posted 03-17-2020 10:27
    Thank you, Trey!

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 7.  RE: Disabling Chat

    Posted 03-24-2020 08:54
    Hello Tray, it would be great if you could share what would be the permission we'd have to remove from our roles to hide the chat.

    Thanks!
    Piotr

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    Piotr Danielewski
    Ernst & Young Global Services Limited
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  • 8.  RE: Disabling Chat

    GENESYS
    Posted 03-24-2020 11:30
    It is called 'chat:chat:access' and you should be able to see it within your org now.  However, removing the permission will not remove Collaborate Chat capabilities until we enable the 'feature' which is currently planned for 4/1.

    ------------------------------
    Trey Buck
    Genesys - Employees
    Senior Product Manager
    ------------------------------



  • 9.  RE: Disabling Chat

    Posted 04-01-2020 17:35
    It looks like this went GA today - I've had one customer who has found the permission to be set to off.
    Has anyone else found the same?

    ------------------------------
    Will Bellerby
    Pyrios NZ Ltd
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  • 10.  RE: Disabling Chat

    Posted 04-02-2020 02:58
    Hello!
    It looks exactly the same for me. The permission is there, by default it's disabled on all roles that we have, but even though it's disabled, everyone can see the chat icon.
    Tried to enable and disable it (just thought it may trigger something), but nope - it's still there.

    @trey buck, is this the one I should be changing? If so - it's not working.



    ------------------------------
    Piotr Danielewski
    Ernst & Young Global Services Limited
    ------------------------------



  • 11.  RE: Disabling Chat

    GENESYS
    Posted 04-02-2020 11:04
    Hi Piotr - are you sure you have checked all roles within your org for the permission?  If the permission exists on any role that is on your user, Collaborate Chat will not be removed.

    ------------------------------
    Trey Buck
    Genesys - Employees
    Senior Product Manager
    ------------------------------



  • 12.  RE: Disabling Chat

    Posted 04-02-2020 11:14
    good point - looks like it was enabled on default "employee" role.

    Thanks!

    ------------------------------
    Piotr Danielewski
    Ernst & Young Global Services Limited
    ------------------------------



  • 13.  RE: Disabling Chat

    GENESYS
    Posted 04-02-2020 11:19
    Great!  Glad to hear it was an easy fix :)

    ------------------------------
    Trey Buck
    Genesys - Employees
    Senior Product Manager
    ------------------------------



  • 14.  RE: Disabling Chat

    GENESYS
    Posted 04-02-2020 11:28
    Edited by George Ganahl 04-03-2020 13:01
    The employee role is the only one the permission is assigned to by default in orgs created within the past couple of years. Other default roles from older orgs may be affected, but not definitely...depends on a few factors. The admin role is a good one to check as well.

    You can check current default permissions at https://help.mypurecloud.com/articles/products-roles-and-permissions-list/

    (I also went through every default role to check on my org, just to be sure.)

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



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