Web messaging and web chat feature comparison

AI-generated summary

Genesys Cloud supports multiple messaging channels including web messaging and web chat, enabling asynchronous and synchronous conversations between customers and agents or bots. Key capabilities provided across Genesys Cloud messaging include configurable timeouts, unlimited replies, conversation threading, attachments, predictive routing, pre-chat forms, customer journey visibility, and integrations with bots like Amazon Lex and Dialogflow. Web chat adds dedicated routing, permissions, action maps, and self-service chatbot flows. When a new message comes in, Genesys Cloud attempts to route to the last handling agent before going through routing flows again. There are differences between web messaging and web chat in areas like workforce management, analytics, co-browsing, deployment, customization, accessibility, agent experience, and mobile support. Key web chat differentiators include dedicated recording policies, surveys, wait time estimates, forecasting/scheduling, speech analytics, and mobile SDKs.

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.

PricingClick to expand

	Web messaging	Web chat
Pricing	Genesys Cloud CX 2 Genesys Cloud CX 3 Genesys Cloud CX 1 Digital Add-on II	Genesys Cloud CX 2 Genesys Cloud CX 3 Genesys Cloud CX 1 Digital Add-on II

Basic communicationsClick to expand

	Web messaging	Web chat
Synchronous and Asynchronous	Asynchronous – conversation persisted via browser localStorage	Synchronous
Customer authenticated access	Unauthenticated and authenticated, including mixed use-case with step-up authentication	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)	Version 1 widget – 45 minutes (inactivity must never exceed 15 minutes) Version 2 widget – 10 hours (inactivity must never exceed 15 minutes)
Conversation threading timeout	Configurable, from 0 to 72 hours (default 72 hours) FAQ	Not supported
Conversation auto-start	Supported	Supported
Custom attributes (Participant data)	Supported – Example	Supported
Typing indicators	Supported	Supported
Arabic right to left language support	Supported – in Messenger window and agent UI	Not supported
Customizable public-facing Participant Name & Avatar Picture	Supported – both Agent and Bot	Supported – Agent Not supported – Bot

File attachmentsClick to expand

	Web messaging	Web chat
All file types available with Content Profile	Supported	Not supported

Routing and agent assignmentClick to expand

	Web messaging	Web chat
Organization and agent utilization	Common for all messaging channels	Dedicated for web chat
Agent permissions	Dedicated for web messaging	Dedicated for web chat
Predictive routing support	Supported	Not supported

Predictive EngagementClick to expand

	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)	Supported	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	Supported	Supported
Agent can see customer journey during web interactions	Supported	Supported

Self-service and automationClick to expand

	Web messaging	Web chat
Inbound flows	Common for all messaging channels	Dedicated chat flow
When does the flow start to begin a conversation?	When the customer sends a new message	As soon as Genesys web chat widget is opened If using the Chat API, as soon as the conversation starts The customer does not need to send a message
When does the flow start if the conversation is no longer connected to an agent or is no longer in a queue?	When the customer sends a new message, the message attempts to route to the last agent who handled the interaction If that agent cannot be reached, the message goes through the flow again in order to reach a queue/agent	When the customer sends a new message, a new conversation starts and goes through the configured flow
Bot integrations support	Amazon Lex V1 Genesys Bot Connector Genesys Dialog Engine Genesys Dialog Engine Bot Flows Google Cloud Dialogflow ES Google Cloud Dialogflow CX Nuance Mix	Amazon Lex V1 Genesys Dialog Engine Genesys Dialog Engine Bot Flows Google Dialogflow ES
Quick replies in bot conversations	Supported	Not supported
Cards in bot conversations	Supported	Not supported

Workforce Engagement ManagementClick to expand

	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
Speech and text analytics	Common for all messaging channels	Dedicated for web chat Version 2 widget only

AnalyticsClick to expand

	Web messaging	Web chat
Analytics	Common for all messaging channels	Dedicated for web chat

Co-browse and screen shareClick to expand

	Web messaging	Web chat
Co-browse	Supported	Supported for Version 1.0 widget
Screen share	Not supported	Supported for Version 1.0 widget

Web client deploymentClick to expand

	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	Dedicated for web messaging	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 Predictive Engagement	Branding Supported languages Predictive Engagement (Version 2.0 widget)
Accessibility	WCAG 2.1 Level AA	WCAG 2.1 Level AA

Agent experienceClick to expand

	Web messaging	Web chat
Agent UI	Common for all messaging channels	Dedicated for web chat
Embedded clients	Common for all messaging channels	Dedicated for web chat
Rich Messaging (including Attachments, inline Media, Participants Avatars)	Supported	Not supported

Mobile MessengerClick to expand

	Web messaging	Web chat
Mobile Messenger SDK for native Apps (iOS & Android)	Supported	Not supported

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Web messaging and web chat feature comparison

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