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.