Series: Web chat to web messaging migration guide

Migrate from chat to Genesys Cloud web messaging in the Genesys Cloud embedded clients

Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

Prerequisites
  • Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital license
  • Web Deployments > Configurations > All permission
  • Web Deployments > Deployments > All permission
  • An inbound messaging flow

Currently, embedded client users can continue to use chat and do not need to migrate to Genesys Cloud web messaging. However, for those users who want to migrate from using chat to Genesys Cloud web messaging, keep in mind the following items.

Interaction details

Genesys Cloud for Salesforce, Genesys Cloud for Zendesk, and Genesys Cloud Embeddable Framework users: Confirm your interaction details settings. Interaction details settings are divided into chat and message types. If you want to use the same configuration that you use for chat interactions, then update your interaction details settings for messages so they match the settings for chats. For more information, see Customize interaction details and display object in the Genesys Cloud Developer Center.

Ringing for alerting interactions

Genesys Cloud Embeddable Framework users: Confirm your setAudioConfiguration settings. These settings control whether alerting interactions ring and are divided into chat and message types. If you want the same setting for Genesys Cloud web messaging interactions that you use for chat interactions, then update your setAudioConfiguration settings for messages so they match the settings for chats. For more information, see User.Notification.setAudioConfiguration in the Genesys Cloud Developer Center.

For more information about the integrations, see About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.

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