Series: Web chat to web messaging migration guide

Migrate from web chat to web messaging for digital user tracking and Predictive Engagement

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.

Prerequisites
  • Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 1 Digital Add-on II license
  • Web Deployments > Configurations > All permission
  • Web Deployments > Deployments > All permission
  • An inbound messaging flow

The migration from web chat to web messaging improves the ability to track customer journey data. After you configure the web messenger in Genesys Cloud and then deploy the messenger snippet, you no longer need the web chat widget to capture journey insights.

Before you begin

Review the following articles:

Steps to take

Enable digital user tracking within Messenger and manually update each action map from web chat to web messaging. To perform this task, follow these steps:

  1. In your website, remove the Predictive Engagement Tracking snippet.
    Note: Digital User Tracking is offered natively as part of Messenger. The Predictive Engagement Tracking snippet is no longer necessary as it is only required for Web Chat action type. Ensure that the Tracking Snippet is removed from your web domains when deploying Messenger to avoid double tracking.
  2. In Genesys Cloud, select and configure your Messenger configuration:
    1. Click Menu > Digital and Telephony > Message > Messenger Configurations.
    2. Under Channel Setup, enable Digital User Tracking.
    3. Under Behavior, click to expand Digital User Tracking Configuration.
    4. Under Web Tracking Settings, ensure that Messenger-Specific Settings is selected. This option defines unique web tracking settings for your Messenger Configuration.
    5. Click Next and review the configuration.
    6. Click Publish New Version.
  3. Update Predictive Engagement action maps that use the web chat action:
    1. Click Admin.
    2. Under Predictive Engagement, click Action Maps.
    3. Click Menu > Orchestration > Predictive Engagement > Action Maps.
    4. Click an action that currently maps to the web chat type. The action’s configuration opens.
    5. Next to Select action, click Configure. The Select action type dialog box opens.
    6. Click Web messaging.
    7. Click Finish.
    8. Repeat steps c-f for each action type to change.
    9. Repeat steps b-d for each action type to change.
  4. Click Save.
Analytics impact from web chat to web messaging migration :Previous Suggested Article Next Suggested Article: Enable authenticated web messaging