Genesys Cloud
Deprecation: Predictive Engagement Support for ACD Web Chat (Version 2)

Starting July 6, 2025, 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 that was announced earlier. For more information, see Deprecation: Removal of ACD web chat (version 1). Predictive Engagement will also no longer support these versions. 

Am I affected?

You are impacted if you have created and are using any Chat Widget objects in your Genesys Cloud organization. You are also impacted if you are using a Predictive Engagement tracking snippet on your website using Journey JavaScript SDK. For more information, see JavaScript SDK and About widgets for web chat.

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. All existing customers are encouraged to migrate to Web Messaging and Messenger. For more information, see Web chat to web messaging channel migration and impact. 

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.