Web chat overview

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.

Note: This article only applies to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat.

A web chat is a web action that engages your visitors through a standard chat window that appears while they are on your website.

How it works

Web chat overview

  1. A visitor views a website that Genesys Predictive Engagement tracks.
  2. Genesys Predictive Engagement monitors the visitor’s behavior on the website.
  3. Genesys Predictive Engagement uses action maps to determine when and how to take action.