Series: Web chat to web messaging migration guide

The web messaging feature in Genesys Cloud replaces web chat. Some Genesys Cloud feature components require no action on your part before you begin using the web messaging feature. Other feature components require specific steps to ensure a successful migration. The articles in this guide provide details about features enhanced by migrating from web chat to web messaging, and the steps to take for features that require migration steps.

Before you begin

Review the following articles and then configure and deploy web messaging:

• Get started with web messaging
• Web messaging and web chat feature comparison
• About web messaging

In this guide

The articles in this series guide you through the impact and migration process when you move from web chat to web messaging for Genesys Cloud platform features. Also, additional articles help you migrate from web chat to web messaging for integrations such as Predictive Engagement and Genesys Cloud embedded clients. 

After you configure and deploy web messaging, follow this migration path:

• Enable authenticated web messaging
• Migrate web chat flows to message flows
• Migrate from web chat to messaging for Predictive Engagement
• Deploy the web messenger snippet for the customer journey experience
• Update agent utilization for web chat to web messenger migration
• Migrate queues from web chat to web messenger
• Migrate quality management policies from web chat to web 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

For more information, see About web messaging.