About web chats in the Genesys Cloud embedded clients

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.

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

The client supports web chat interactions.

The following content applies to Genesys Cloud for Chrome and Genesys Cloud for Firefox.

Web chats (agents)

Genesys Cloud routes web chat interactions to queues. Agents pick up the chat interactions in the client like any other interaction.

Screen pop (administrators)

Administrators can customize the screen pop behavior of web chat interactions with a custom attribute in their chat widget.

Screen pop

Scripts (agents)

Agents can use scripts with web chat interactions.

Scripts

Scripts (administrators)

Administrators can add scripts to web chat interactions with Architect flows.

Additional resources

For more information about the integrations, see the main landing page.

About the Genesys Cloud browser extensions

The following content applies to Genesys Cloud Embeddable Framework.

Web chats (agents)

Genesys Cloud routes web chat interactions to queues. Agents pick up the chat interactions in the client like any other interaction.

Interaction attributes (administrators)

Administrators can customize how interaction details appear on interactions in the client. Administrators can also add interaction attributes to call logs.

Interaction attributes for interaction details (Genesys Cloud Developer Center)
Customize interaction details (Genesys Cloud Developer Center)
Custom interaction attributes for call logs (Genesys Cloud Developer Center)
Add interaction attributes to call logs (Genesys Cloud Developer Center)

Scripts (agents)

Agents can use scripts with web chat interactions.

Scripts

Scripts (administrators)

Administrators can add scripts to web chat interactions with Architect flows.

Additional resources

For more information about the integrations, see the main landing page.

About Genesys Cloud Embeddable Framework

The following content applies to Genesys Cloud for Salesforce.

Web chats (agents)

Genesys Cloud routes web chat interactions to queues. Agents pick up the chat interactions in the client like any other interaction.

Interaction attributes (administrators)

Administrators can customize how interaction details appear on the interactions in the client. Administrators can also synchronize interaction attributes to the Salesforce activity records. Limitations exist with Lightning Experience.