About web messaging

Feature coming soon

Genesys Cloud web messaging provides customers with an enhanced experience when they visit your website. Unlike web chat, which provides instant, standalone chats, web messaging enables a visitor to enter your site, converse with an agent, and return later to pick up the conversation. Managers, supervisors, and agents can view the entire customer journey data in the web messaging interaction. Web messaging shares the same features and capabilities as the other Genesys Cloud messaging channels that use ACD messaging to enable agents to respond to customer interactions.

Understand web messaging

Learn about and get started with web messaging. Review the steps necessary to migrate from an existing web chat implementation to web messaging.


Message flows and routing


Configure Messenger

Administrators perform these tasks to configure Messenger, the predefined message window and launcher button which customers use to interact with bots and agents.

  • Configure Messenger
  • Create a new version of a Messenger configuration
  • Clone a version of a Messenger configuration to the draft version
  • Preview a version of a Messenger configuration
  • Duplicate a Messenger configuration
  • Delete a Messenger configuration

Deploy Messenger

Administrators perform these tasks to deploy Messenger.

  • Deploy Messenger
  • Change the Messenger configuration assigned to a deployment
  • Disable a Messenger deployment
  • Delete a Messenger deployment

Work with web messaging in Predictive Engagement


Work with message interactions

Agents answer, respond to, and complete message interactions with customers.


Analyze message interaction data

Contact center managers and supervisors can add message interaction columns and filters to existing Genesys Cloud performance views.