Series: Web chat to web messaging migration guide
Migrate from web chat to web messaging for Predictive Engagement
- Migrate web chat flows to message flows
- Web chat to web messaging migration and impact
- Enable authenticated web messaging
- Migrate web chat flows to message flows
- Update agent utilization for web chat to web messaging migration
- Migrate queues from web chat to web messaging
- Migrate quality management policies from web chat to messaging
- Analytics impact from web chat to web messaging migration
- Web chat to web messaging and the agent experience
- Migrate from chat to Genesys Cloud web messaging in the Genesys Cloud embedded clients
- Update agent utilization for web chat to web messaging migration
All existing customers are encouraged to migrate to Web Messaging and Messenger.
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:
- Get started with web messaging
- Web messaging and web chat feature comparison
- About web messaging
- Task and state editor actions
- Create an action map to offer web messaging
Steps to take
You must manually update each action map from web chat to web messaging. To perform this task, follow these steps:
- In Genesys Cloud, configure and deploy messenger. Note: The Global settings configured for web chat will no longer be valid for configuring Messenger. You need to re-configure settings specifically for Messenger.
- Under Apps > Customer Journey Insights, confirm that Track customer journey data is enabled.
- Update Predictive Engagement action maps that use the web chat action:
- Click Admin.
- Under Predictive Engagement, click Action Maps.
- Click an action that currently maps to the web chat type. The action’s configuration opens.
- Next to Select action, click Configure. The Select action type dialog box opens.
- Click Web messaging.
- Click Finish.
- Repeat steps c-f for each action type to change.
- Click Save.