Web chat overview - Genesys Cloud Resource Center

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

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

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Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.