Genesys encourages existing web chat customers to migrate to web messaging.

  1. Log in as an agent and go on queue. The Interactions panel opens and new chats appear in the Active Interactions list. 
  2. To begin a chat, click Answer.

Note: When you decline or fail to answer an interaction within a certain amount of time, Genesys Cloud places you into Not Responding status. While Not Responding, you do not receive new interactions. Declined or not answered interactions reenter the queue.