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: . All existing customers are encouraged to migrate to Web Messaging and Messenger.
Genesys encourages existing web chat customers to migrate to .
All of the widgets available in Genesys Cloud allow customers to chat with agents from your website. However, each widget version has different features. Use the following table to help you decide the widget version to select when you .
Note: The Version 2 widget represents a major redesign of the Version 1.1. and Version 1.0 widgets. For that reason, there are more differences between Version 2 and the 1.x versions. The table lists the major features that each version supports, but does not list all the differences.
| Feature | Version 2 | Third Party | Version 1.1 | Version 1.0 |
|---|
| Use with | X | | | |
| Optimized for mobile | X | X* | | |
| Use with and chat APIs | X | X | X | |
|
| Allowed domains | X | X | | |
| Appearance customization options | X () | | X | X |
| Accessibility support | X () | | | |
| Authenticated chat | | X* | X | X |
| X | X | X | |
| X | X | X | |
| Ability to embed the chat widget on a webpage | X | X* | X | X |
| Ability to render chat in a new pop-up window | | X* | X | X |
| X | X* | X | X |
| X | | | |
* This feature depends on your third party widget capabilities.
Notes:
- To ensure full feature functionality supported for Version 2 widgets, use the most recent script version in the Developer Center. For more information, see in the Developer Center.
- Version 1.1, 2, and third party widgets, which use the Guest chat APIs, have a 15-minute time-out. If a guest does not send any messages for 15 minutes while connected to an agent, the system automatically disconnects the guest. This timeout only applies while the guest is connected to an agent. The time-out does not apply while the guest is waiting in queue. You cannot change the time-out length. For more information, see, in the Developer Center.
- The Version 1.0 widget has a 45-minute time-out. This time-out applies throughout the chat, even if the guest is waiting in queue and is not connected to an agent. You cannot change the time-out length.
- Advanced appearance customization for the Version 2 widget enables developers to use themes to apply colors and fonts. For more information, see .
- Genesys provides accessibility support for the Version 2 widget, aligned to the W3C specs for Web Content Accessibility Guidelines (WCAG) 2.1, Level AA. For more information, see .