Genesys Cloud
Deprecation: Removal of ACD Web Chat (version 2)
| Announced on | Effective date | Aha! idea |
|---|---|---|
| 2024-06-10 | 2025-06-11 | - |
Starting June 11, 2025, Genesys will completely remove support and availability for ACD Web Chat v2 in Genesys Cloud, which is available to customers via all its corresponding Chat Widget versions. This is further to the deprecation of ACD Web Chat v1, that was announced earlier. See Deprecation: Removal of ACD web chat (version 1). All existing customers are encouraged to migrate to Web Messaging and Messenger.
Am I affected?
You are impacted if you:
- Have created and are using any Chat Widget objects (including versions 1.1 and 2.0) in your Genesys Cloud organization. For more information, see About widgets for web chat.
- Use Third-Party Chat Routing in your organization. For more information, see Route email and chat interactions from third-party providers.
How can I prepare for this deprecation?
Migrate from Web Chat to Web Messaging, which is our latest and advanced text messaging channel that will replace the Legacy chat. For more information about migrating from web chat to web messaging, see Web chat to web messaging channel migration and impact.
If you are currently using Third-Party Chat Routing, review the instructions on how to replace this functionality with the recommended options, available in the Third-Party Email Routing or Work Automation announcement in the Genesys Cloud Developer Center.
What if I need help or have questions?
Contact your local Genesys representative (Technical Account Manager, Customer Success Manager or Professional Services) or My Support.
For more information, see Deprecation – ACD Chat v2.0 – Chat Widgets 1.1 & 2.0 in the Development Center Forum.
