Series: Web chat to web messaging migration guide

  • Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital 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 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

You must manually update each action map from web chat to web messaging. To perform this task, follow these steps:

  1. In Genesys Cloud, configure and deploy messenger.
  2. Under Apps > Customer Journey Insights, confirm that Track customer journey data is enabled.
  3. Update Predictive Engagement action maps that use the web chat action:
    1. Click Admin.
    2. Under Predictive Engagement, click Action Maps.
    3. Click an action that currently maps to the web chat type. The action’s configuration opens.
    4. Next to Select action, click Configure. The Select action type dialog box opens.
    5. Click Web messaging.
    6. Click Finish.
    7. Repeat steps c-f for each action type to change.
  4. Click Save.