Web chat overview
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
- 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.