FAQs: Chat
Can I disable Agent Assistance in Collaborate chat?
Yes. To disable Agent Assistance access for a user, remove the permission Chat > Agentassistance > Access from the user’s role.
How do I disable the /giphy chat command for users?
To disable the /giphy chat command for users, remove the Chat > Giphy > Access permission from user roles. By default, the permission is included in the Employee role. When a user types /giphy in a chat room without the permission, Genesys Cloud does not display search results from the Giphy website and the user cannot select a Giphy image to insert into the chat room. Users can still manually insert an image into a chat room. For more information about how to remove permissions from roles, see Edit a role.
Where did my search chat button go?
If you make your Genesys Cloud window too narrow, the Search button can become hidden. Stretch your window a little wider, and the button reappears.
How can I invite someone into a chat room?
To invite a person into a chat room, you can @mention them.
Use to mention a specific person in a group chat room and invite them to that chat room.
In a chat message, type and begin to type a person's name.
To address a comment to a specific person or invite them to the chat room, select a name from the list of suggestions.
Press Enter. The person's name appears as a hyperlink in your message in the chat room.
To open that person's profile page, click the @username hyperlink.
Notes:
- If you @mention someone in a group chat, Genesys Cloud prompts you to decide whether to add the user or just mention them.
- If you @mention someone in a one-to-one direct chat room, Genesys Cloud does not invite that person to the direct chat room.
Can I delete a chat message?
No. You cannot manually delete a chat message.
What does a badge on an icon mean?
A badge, or visual alert, on an icon, such as Calls, Chat, Inbox, and others means that a new item is waiting.
Can I remove one-to-one and group chats from my chat list?
You can close one-to-one and groups chats by clicking Close.
Closing a chat moves that thread to your Recently Closed list, which keeps the most recent 20 threads you have closed. You cannot manually clear the Recently Closed list. Older chats fall off the list as you add newer ones.
Can I remove myself or someone else from a personal chat room?
Group owners with the Chat > Participant > Delete permission can remove users from chat rooms. For more information, see Remove a member from a chat room.
What does it mean if the group chat room is full?
A chat room can have a maximum of 1000 participants. If a group chat room has 1000 participants, then Genesys Cloud considers it full, and you can only browse the group chat’s history. You cannot join the chat, post messages, or search chat history until other users leave the chat room.
Can I connect third-party chat clients to Genesys Cloud chat?
No. We currently do not support connecting Genesys Cloud chat to third-party client applications such as Trillian, Adium, or Pidgin.