Web messaging overview

Feature deprecation: Genesys will no longer support ACD Web Chat v2, which is available to customers via all its corresponding Chat Widget versions. This is further to the deprecation of ACD Web Chat v1, which was announced earlier. As a result, Predictive Engagement will also end support for these legacy web chat versions. For more information, see Deprecation: Removal of ACD Web Chat (version 2). All existing customers are encouraged to migrate to Web Messaging and Messenger.

Genesys Cloud CX web messaging provides customers with an enhanced experience when they visit your website. Unlike web chat, which provides short-lived, standalone chats, web messaging enables a visitor to enter your site, converse with a bot or agent, and return later to pick up the conversation. With Predictive Engagement, agents can view the entire customer journey as part of the web messaging interaction. Web messaging shares the same features and capabilities as the other Genesys Cloud CX messaging channels that use ACD messaging to enable agents to respond to customer interactions.

How it works with Predictive Engagement

Web messaging overview

  1. A visitor views a website that Genesys Predictive Engagement tracks.
  2. Genesys Predictive Engagement monitors the visitor’s behavior on the website and determines when to present a web messaging offer based on action map conditions.
  3. The visitor receives the web messaging offer and either accepts, rejects, or ignores it.