Genesys Cloud enables businesses to offer web messaging to website visitors through action maps in Predictive Engagement, which define trigger conditions and customize offer text to engage visitors meeting specific criteria. When visitors accept a web messaging offer, they can have real-time conversations with agents, providing an additional digital customer engagement channel alongside voice, email, and social messaging. To create a web messaging offer, users must configure appropriate permissions in Genesys Cloud CX, select the web messaging action, and optionally add custom offer text and designate agent availability through schedule groups. Key operational constraints include: web messaging offers will not display if a conversation is already active, if the browser tab is in the background, or if the visitor has been inactive for 5+ minutes; an action map will not trigger multiple times within the same session but may trigger in subsequent sessions if conditions are met; and frequency capping settings control whether multiple action maps can trigger. Genesys is deprecating legacy ACD Web Chat v1 and v2, encouraging customers to migrate to Web Messaging and Messenger.