Web messaging and web chat feature comparison
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.
| Web messaging | Web chat | |
|---|---|---|
| Pricing |
|
|
| 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) | 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 |
| Web messaging | Web chat | |
|---|---|---|
All file types available with Content Profile | Supported | Not supported |
| 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 |
| 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 |
| 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 |
|
|
| Quick replies in bot conversations | Supported | Not supported |
| Cards in bot conversations | Supported | Not supported |
| 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 |
| Web messaging | Web chat | |
|---|---|---|
| Analytics | Common for all messaging channels | Dedicated for web chat |
| Web messaging | Web chat | |
|---|---|---|
| Co-browse | Supported | Supported for Version 1.0 widget |
| Screen share | Not supported | Supported for Version 1.0 widget |
| 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 |
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| Accessibility | WCAG 2.1 Level AA | WCAG 2.1 Level AA |
| 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 |
| Web messaging | Web chat | |
|---|---|---|
Mobile Messenger SDK for native Apps (iOS & Android) | Supported | Not supported |
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