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.

Note: Web messaging is currently in Beta release, limited to Genesys Cloud User 3 customers. Genesys Cloud User 2 and Genesys Cloud User 1 Digital Upgrade I customers will be able to use web messaging when the feature is generally available.

Web messaging Web chat
Pricing 
  • Genesys Cloud User 2
  • Genesys Cloud User 3
  • Genesys Cloud User 1 Digital Upgrade I
  • Genesys Cloud User 2
  • Genesys Cloud User 3
  • Genesys Cloud User 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 for message replies within the conversation timeout (default 72 hours)

Not supported

Chat cannot be reopened once the interaction is wrapped up

Timeout duration

Unlimited for message replies within the conversation timeout (default 72 hours)

24 hours
Conversation threading timeout

Configurable, from 0 to 72 hours (default 72 hours)

Not supported for Genesys Cloud User 2 or Genesys Cloud User 1 Digital Upgrade I 

Not supported

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)

Feature coming soon

Defined within the action map
Pre-chat registration form (Action maps) Not supported Supported
Allowed domains

Defined in Genesys Cloud Admin UI > Message or using public REST APIs

Defined in Genesys Cloud Admin UI > Predictive Engagement > Web tracking 
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
  • Architect Dialog Engine bot flows
  • Google Dialogflow
  • Genesys Dialog Engine
  • Amazon Lex
  • Architect Dialog Engine bot flows
  • 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 in Genesys Cloud Admin UI > Message

Configure the web chat widget in Genesys Cloud Admin UI >Contact Center > Widgets

Deploy the web chat widget using Chat APIs

Channel enablement Common for all messaging channels 

Dedicated for web chat

Customization

Customize Genesys Cloud Admin UI > Message or using public REST APIs

Customize the web chat widget using Chat APIs

Customizable configuration options
  • Launcher behavior
  • Branding
  • Supported languages
  • Attachments
  • Journey insights
  • Branding
  • Supported languages
Accessibility

WCAG 2.1 Level AA

Feature coming soon

WCAG 2.1 Level AA

Web messaging Web chat
Agent UI

Common for all messaging channels

Dedicated for web chat