Genesys Cloud - Main

When a Chat interaction is transferred, the customer sees

<agent name> Disconnected <time stamp>

then

<agent name> Connected <time stamp>

See screenshot, below.

Client does not like this being seen by the customer, concerned it may cause the customer to think they have been disconnected and themselves disconnect from the Chat interaction.

I have not been able to find any documentation on how to remove this this, and I support hasn't been able to provide me any assistance.

So I am reaching out to the all knowing masses lol.

Anyone know if it is possible to remove these notifications back to the customer? And if so, how?



Thank you in advance.


#Ask Me Anything (AMA)
#DigitalChannels

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Brent Lee

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There's not a way to remove this from our native widget. You have two options: adopt web messaging as the new messenger client doesn't show this (due to release early this year) or create your own chat widget.

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Lucie DeCristofaro
Genesys - Employees
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