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  • 1.  Agent Assistance - Chat Room - Turn off?

    Posted 01-25-2023 12:01
    No replies, thread closed.
    Does anyone know of a way to hide that Agent Assistance button on the menu bar on the left hand side of the screen?  We don't use it, but our users think it's how they can reach support.  No one monitors for those messages, and even though our users know how to request support, I think that maybe they forget - or if its wishful thinking....

    If we can't remove it - is there a way to set an automated notice or somehow alert them that no one is monitoring?
    #Omni-ChannelDesktop/UserInterface
    #SystemAdministration
    #Unsure/Other

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    Brenda Wynne
    Alcon Vision LLC
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  • 2.  RE: Agent Assistance - Chat Room - Turn off?

    Posted 01-26-2023 02:35
    No replies, thread closed.
    Last time I checked a few years ago there wasn't a way to do it but I think I created an idea for it.  You might be able to do something using something like TamperMonkey if you can find out what displays that icon and hide it.

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    Vaun McCarthy
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    Original Message


  • 3.  RE: Agent Assistance - Chat Room - Turn off?

    Posted 01-26-2023 09:57
    No replies, thread closed.
    Correct, there is no way currently and there's an idea in the Genesys Cloud Product Ideas lab to add that option. Look for OP-I-619, "Add option to disable Agent Assistance".

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    Brian Dupuis
    Genesys - Employees - Sr. Director, PureCloud UI
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    Original Message


  • 4.  RE: Agent Assistance - Chat Room - Turn off?

    Posted 01-26-2023 09:58
    No replies, thread closed.
    If you remove access to Agent Assist, you will also remove access to the collaborate chat feature. If that is okay, you can remove the permission:

    Chat > Chat Access 

    It is assigned to the Employee Role by default.

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    Dan Fontaine
    ConvergeOne, Inc.
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    Original Message


  • 5.  RE: Agent Assistance - Chat Room - Turn off?

    Posted 02-13-2023 06:39
    No replies, thread closed.

    Thanks, Dan, that's great.



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    Christoph Domaschke
    CRONBANK AG
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    Original Message


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