Web messaging and web chat feature comparison

Compare Genesys Cloud web messaging and web chat features. Web messaging shares many features with the other Genesys Cloud messaging channels that use ACD messaging to enable agents to respond to customer interactions.

Web messaging Web chat
Pricing 
  • Genesys Cloud CX 2
  • Genesys Cloud CX 3
  • Genesys Cloud CX 1 Digital Add-on II
  • Genesys Cloud CX 2
  • Genesys Cloud CX 3
  • Genesys Cloud CX 1 Digital Add-on II

Web messaging Web chat
Synchronous and Asynchronous Asynchronous – conversation persisted via browser localStorage Synchronous
Customer authenticated access

Unauthenticated and authenticated, including mixed use-case with step-up authentication

 Unauthenticated and authenticated
Interaction unresponsiveness/inactivity timeout 

None

 

15 minute timeout 

Agent automatically sent to wrap-up if customer is unresponsive
Customer can resume interaction

Supported for message replies within the conversation timeout (default 72 hours)

Not supported

Chat cannot be reopened once the interaction is wrapped up
Timeout duration

Unlimited for message replies within the conversation timeout (default 72 hours)

Version 1 widget – 45 minutes (inactivity must never exceed 15 minutes)

Version 2 widget – 10 hours (inactivity must never exceed 15 minutes)
Conversation threading timeout

Configurable, from 0 to 72 hours (default 72 hours)

FAQ

 Not supported
Conversation auto-start

Supported 

 Supported
Custom attributes (Participant data)

Supported – Example

 Supported
Typing indicators

Supported

 Supported
Arabic right to left language support

Supported – in Messenger window and agent UI

 Not supported
Customizable public-facing Participant Name & Avatar Picture

Supported – both Agent and Bot

Supported – Agent

Not supported – Bot

Web messaging Web chat

All file types available with Content Profile 

Supported

 Not supported

Web messaging Web chat
Organization and agent utilization  Common for all messaging channels Dedicated for web chat
Agent permissions Dedicated for web messaging Dedicated for web chat
Predictive routing support Supported  Not supported

Web messaging Web chat
Predictive Engagement support Supported Supported for Version 2 widget
Don’t offer chats if no agents are on queue (Action maps) Not supported Supported
Offer text (Action maps)

Supported

 Defined within the action map
Pre-chat registration form (Action maps) Not supported Supported
Allowed domains

Defined in Genesys Cloud Admin UI > Message or using public REST APIs

 Defined in Genesys Cloud Admin UI > Predictive Engagement > Web tracking 
Content offers

Supported

 Supported
Agent can see customer journey during web interactions

Supported

 Supported

Web messaging Web chat
Inbound flows Common for all messaging channels Dedicated chat flow

When does the flow start to begin a conversation?

 

When the customer sends a new message

 

As soon as Genesys web chat widget is opened

If using the Chat API, as soon as the conversation starts

The customer does not need to send a message
When does the flow start if the conversation is no longer connected to an agent or is no longer in a queue?

When the customer sends a new message, the message attempts to route to the last agent who handled the interaction

If that agent cannot be reached, the message goes through the flow again in order to reach a queue/agent

 When the customer sends a new message, a new conversation starts and goes through the configured flow
Bot integrations support 
  • Amazon Lex V1
  • Genesys Bot Connector
  • Genesys Dialog Engine
  • Genesys Dialog Engine Bot Flows
  • Google Cloud Dialogflow ES
  • Google Cloud Dialogflow CX
  • Nuance Mix
  • Amazon Lex V1
  • Genesys Dialog Engine
  • Genesys Dialog Engine Bot Flows
  • Google Dialogflow ES
Quick replies in bot conversations Supported Not supported
Cards in bot conversations Supported Not supported

Web messaging Web chat
Recordings, recording downloads Common for all messaging channels Dedicated for web chat
Recording policy

Common for all messaging channels

Not based on duration of messaging interaction

Dedicated for web chat

Based on duration of the chat
Survey Sent after 72 hours/3 days Sent after chat is finished 
Estimated wait time Common for all messaging channels Dedicated for web chat
Forecasting and scheduling Common for all messaging channels Dedicated for web chat
Speech and text analytics Common for all messaging channels

Dedicated for web chat

Version 2 widget only

Web messaging Web chat
Analytics 

Common for all messaging channels

Dedicated for web chat

Web messaging Web chat
Co-browse Supported Supported for Version 1.0 widget
Screen share Not supported Supported for Version 1.0 widget

Web messaging Web chat
Basic configuration and deployment

Configure and deploy Messenger in Genesys Cloud Admin UI > Message

Configure the web chat widget in Genesys Cloud Admin UI >Contact Center > Widgets

Deploy the web chat widget using Chat APIs
Channel enablement Dedicated for web messaging

Dedicated for web chat
Customization

Customize Genesys Cloud Admin UI > Message or using public REST APIs

Customize the web chat widget using Chat APIs
Customizable configuration options
  • Launcher behavior
  • Branding
  • Supported languages
  • Attachments
  • Predictive Engagement
  • Branding
  • Supported languages
  • Predictive Engagement (Version 2.0 widget)
Accessibility

WCAG 2.1 Level AA 

WCAG 2.1 Level AA

Web messaging Web chat
Agent UI

Common for all messaging channels

Dedicated for web chat 
Embedded clients

Common for all messaging channels

Dedicated for web chat 
Rich Messaging (including Attachments, inline Media, Participants Avatars)

Supported

Not supported

 
Web messaging Web chat

Mobile Messenger SDK for native Apps (iOS & Android)

Supported

Not supported