Genesys Cloud
Deprecation: Removal of ACD Web Chat (version 1)

Starting January 27, 2025, Genesys will no longer support ACD Web Chat v1 in Genesys Cloud.

Genesys will stop maintaining legacy ACD Web Chat v1, which is available to customers via Chat Widget v.1.0. All existing customers are encouraged to migrate to Web Messaging and Messenger. Later, Genesys will also deprecate ACD Web Chat v2 and corresponding Chat Widgets versions (1.1 and 2.0).

Genesys plans to deprecate ACD Web Chat v2 and corresponding Chat Widgets versions (1.1 and 2.0) at a later stage as mentioned in the latest chat announcement. For more information about the deprecation, see Deprecation: Removal of ACD Web Chat (version 2).

Am I affected?

To determine if you are affected, check the Chat Widget version currently deployed or enabled in your Genesys Cloud organization. If you are using Web Chat Widget version 1.0, then you are impacted. For more information about Widgets for Web Chat, see 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 be replacing the Legacy chat. For more information about migrating from web chat to web messaging, see Web chat to web messaging channel migration and impact. 

What if I need help or have questions?

Contact My Support.