A new version of the web chat is now available, allowing conversation persistence (previously only during the session).
This new version, called Web Messaging, enables asynchronous communication management with a lifespan of up to 72 hours after the last client message. This means the client can leave the website and return the next day to resume the same conversation, facilitating follow-up cases.
The chat window’s visual can now be customized directly from the Genesys CX Cloud admin console, along with its display behavior.
However, this version no longer captures data before initiating the chat session as the form previously did (expected to be possible again in early 2022).
This new version also allows easy integration of collecting customer journey information on the website by activating the predictive engagement feature (GC3).