Genesys Cloud provides capabilities to migrate from web chat to web messaging while maintaining consistent agent utilization. Before migrating, administrators must review utilization configuration options available at both the organization and agent levels to determine how many interactions agents can handle per media type. The key migration step involves setting the maximum number of concurrent message interactions assigned to each agent to match their existing chat interaction limits, ensuring agents can handle the same volume of web messaging interactions as they previously handled for chat. This configuration maintains agent utilization when transitioning chat flows to messaging flows. The system treats SMS, web messaging, open messaging, and third-party channels uniformly as message interactions without distinguishing between message types. Prerequisites include appropriate Genesys Cloud CX licensing, Web Deployments permissions, and an inbound messaging flow. Administrators should review related documentation on agent utilization configuration, web messaging features, and migration best practices before implementing these changes.