Genesys Cloud
Deprecation: Removal of ACD Web Chat (version 2)

Starting June 11, 2025, Genesys will no longer support ACD Web Chat v2 in Genesys Cloud, 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. See Deprecation: Removal of ACD web chat (version 1). All existing customers are encouraged to migrate to Web Messaging and Messenger.

Am I affected?

You are impacted if you have created and are using any Chat Widget objects in your Genesys Cloud organization. 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 replace 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 your local Genesys representative (Technical Account Manager, Customer Success Manager or Professional Services) or My Support.