Accept a web chat interaction

Feature deprecation: Genesys will no longer support ACD Web Chat v2, which is available to customers via all its corresponding Chat Widget versions. This is further to the deprecation of ACD Web Chat v1, which was announced earlier. As a result, Predictive Engagement will also end support for these legacy web chat versions. For more information, see Deprecation: Removal of ACD Web Chat (version 2). All existing customers are encouraged to migrate to Web Messaging and Messenger.

  1. Log in as an agent and go on queue. The Interactions panel opens and new chats appear in the Active Interactions list. 
  2. To begin a chat, click Answer.

Note: When you decline or fail to answer an interaction within a certain amount of time, Genesys Cloud places you into Not Responding status. When you are in the Not Responding status, you do not receive new interactions. Declined or not answered interactions reenter the queue.