Web messaging and web chat feature comparison


Web messaging: Feature coming soon

Compare Genesys Cloud web messaging and web chat features. Web messaging shares many features with the other Genesys Cloud messaging channels that use ACD messaging to enable agents to respond to customer interactions.


Web messaging Web chat
Pricing (Identical)
  • Genesys Cloud User 2
  • Genesys Cloud User 3
  • Genesys Cloud 1 Digital Upgrade I

No per interaction pricing

  • Genesys Cloud User 2
  • Genesys Cloud User 3
  • Genesys Cloud 1 Digital Upgrade I


Web messaging Web chat
Synchronous and Asynchronous Asynchronous Synchronous
Customer authenticated access

Unauthenticated

Feature coming soon: Authenticated access

Unauthenticated and authenticated
Interaction unresponsiveness/inactivity timeout 

None

 

15 minute timeout 

Agent automatically sent to wrap-up if customer is unresponsive

Customer can resume interaction

Supported

72 hours to resume interaction

Not supported

Chat cannot be reopened once the interaction is wrapped up

Timeout duration

Unlimited, as long as there is a reply every 72 hours

24 hours


Web messaging Web chat
Images (JPG, GIF, PNG)

Inbound and outbound

Not supported


Web messaging Web chat
Organization and agent utilization  Common for all messaging channels Dedicated for web chat
Agent permissions Common for all messaging channels Dedicated for web chat


Web messaging Web chat
Predictive Engagement support Supported Supported for Version 2 widget
Don’t offer chats if no agents are on queue (Action maps) Not supported Supported
Offer text (Action maps)

Defined using messenger public REST APIs

Feature coming soon: Defined in the Genesys Cloud Admin messenger configuration

Pre-defined
Pre-chat registration form (Action maps) Not supported Supported
Allowed domains

Defined using messenger public REST APIs

Feature coming soon: Defined in the Genesys Cloud Admin messenger configuration

Defined in Predictive Engagement > Web tracking in the Genesys Cloud Admin
Content offers

Feature coming soon

Supported
Agent can see customer journey during web interactions

Supported

Supported


Web messaging Web chat
Inbound flows Common for all messaging channels Dedicated chat flow
When do flows start

When the customer sends a new message

When the agent marks interaction as done, the flow pauses and resumes when the customer sends a new message

When the customer sends a new message
Bot integrations support (Identical)
  • Amazon Lex
  • Google Dialogflow
  • Genesys Dialog Engine
  • Amazon Lex
  • Google Dialogflow
  • Genesys Dialog Engine


Web messaging Web chat
Recordings, recording downloads Common for all messaging channels Dedicated for web chat
Recording policy

Common for all messaging channels

Not based on duration of messaging interaction

Dedicated for web chat

Based on duration of the chat

Survey Sent after 72 hours/3 days Sent after chat is finished 
Estimated wait time Common for all messaging channels Dedicated for web chat
Forecasting and scheduling Common for all messaging channels Dedicated for web chat


Web messaging Web chat
Analytics 

Common for all messaging channels

Dedicated for web chat


Web messaging Web chat
Co-browse Not supported Supported for Version 1.0 widget
Screen share Not supported Supported for Version 1.0 widget


Web messaging Web chat
Basic configuration and deployment

Configure and deploy messenger using public REST APIs

Feature coming soon: Configure and deploy messenger in the Genesys Cloud Admin

 

Configure the web chat widget in the Genesys Cloud Admin UI

Deploy the web chat widget using Version 2, Version 1.0, or 1.1 Chat APIs

Customization

Customize messenger using public REST APIs

Feature coming soon: Customize messenger in the Genesys Cloud Admin

 

Customize the web chat widget using Version 2, Version 1.0, or 1.1 Chat APIs
Customizable configuration options (Identical)
  • Accessibility
  • Localization
  • Launcher support
  • Mobile optimized behavior
  • Branding (color)
  • Accessibility
  • Localization
  • Launcher support
  • Mobile optimized behavior
  • Branding (color)


Web messaging Web chat
Agent UI

Common for all messaging channels

Dedicated for web chat