Route email and chat interactions from third-party providers

Genesys encourages existing web chat customers to migrate to web messaging.

Feature deprecation: Starting June 10, 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 in January 2024. With discontinued support for Web Chat v2, third-party chat routing support is also discontinued. For more information, see Deprecation: ACD Web Chat (Rest API).

Also, on December 12, 2018, Genesys began removal of the website-only configuration method. If you previously configured Genesys Cloud web chat using the website-only configuration method, you must set up web chat again using the deployment configuration method then add the generated script to your website. For more information, see Deprecation: Website-only web chat configuration.

Genesys Cloud offers the capability of routing third-party chat and email objects through Genesys Cloud ACD to agents in the organization. Depending on organization and queue settings, an agent can receive multiple chats at the same time or chats while handling other interactions.

For more information about how to route third-party chat or email objects to your Genesys Cloud organization, see Third Party Email and Chat Routing in the Genesys Cloud Developer Center.