Respond to a 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. From the Conversations roster, select the chat interaction that you want to respond to.
  2. Click the chat response field. 
  3. Type your message. Your message can include markdown for formatting text.
  4. To send your message, press Enter. 

Note: Chat interactions are not the same as Genesys Cloud chat. The following features are only available in Genesys Cloud chat:
  • Emojis
  • Editing previous messages
  • Quoting a previous message
  • Mentioning another user