Migrate from web chat to web messaging for Predictive Engagement and Customer Journey

Series: Web chat to web messaging migration guide

Previous suggested step: Analytics impact from web chat to web messaging migration

Next suggested step: Enable authenticated web messaging

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.

PrerequisitesClick to expand

The migration from web chat to web messaging improves the ability to track customer journey data. After you configure web messenger in Genesys Cloud and then deploy the messenger snippet, you no longer need the web chat widget to capture journey insights.

Before you begin

Review the following articles:

Steps to take

You must manually update each action map from web chat to web messaging. To perform this task, follow these steps:

In Genesys Cloud, configure and deploy messenger.
Note: The Global settings configured for web chat will no longer be valid for configuring Messenger. You need to re-configure settings specifically for Messenger.
When you set up your Messenger configuration, under Channel Setup, confirm that you enable Journey Tracking.
Update Predictive Engagement action maps that use the web chat action:
1. Click Admin.
2. Under Predictive Engagement, click Action Maps.
3. Click an action that currently maps to the web chat type. The action’s configuration opens.
4. Next to Select action, click Configure. The Select action type dialog box opens.
5. Click Web messaging.
6. Click Finish.
7. Repeat steps c-f for each action type to change.
Click Save.

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