Hi Jeff,
I understand your disappointment, but as per the announcement:
"We are announcing deprecation of ACD Web Chat in order to focus all our efforts and resources on building and expanding Web Messaging, which adds a modern async experience to traditional chat, and better aligned to future expansion on Messenger as a unified framework of digital apps (including Messaging, Knowledge, Co-browse, and more coming soon). This also allows us to leverage modern technology stack for APIs and JavaScript or Mobile SDKs, for improved integration and overall stability & security."
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 01-08-2025 19:44
From: Jeff Hoogkamer
Subject: Chat media type and API is officially being deprecated by Genesys
Very disappointed to see the announcement today on the Developer Forum that the ACD Media Type and Third-Party Chat Routing is going to be deprecated and there will no longer be a media type for "synchronous" real-time non-voice conversations (that isn't Web Messaging or Work Items).
https://developer.genesys.cloud/forum/t/deprecation-acd-chat-v2-0-chat-widgets-1-1-2-0/31110/2
I get that Genesys doesn't want to provide/support their own Chat Widgets - but why get rid of all of the existing work and effort of the Chat media type and API's being used by third-party tools for actual real-time, time sensitive conversations that isn't part of the 'asynchronous' bandwagon.
We should be able to keep using the 'Chat' media type for a true for other live and near real-time conversations/interactions we are having with customers that don't fit into the Web Messaging or Work Item category - such as:
in-person / face-to-face interactions (being able to trigger an interaction/conversation that shows the staff are still working and being productive as per their schedule, whilst stopping other ACD interactions from presenting such as voice calls).
ad-hoc interactions not immediately triggering an existing media type (i.e. need to check account notes first before returning call so the user is shown On-Queue and being productive and doesn't mess with the schedule)
real-time conversations from other platforms not integrated with Genesys (i.e. you get a work related mobile phone call, Teams call, Slack, from a customer and you need to track your conversation/effort in Genesys as productive work time)
real-time conversations from other platforms triggered via API (i.e. Service-Now Live Chat, Teams Channel, etc are able to trigger a real-time chat conversation that can then be handled in Genesys Cloud in real-time)
This ensures that the count, duration and classification of these interactions can be tracked easily within Genesys (which then feeds into reporting and workforce planning).
We have been using the Chat API and Third Party Chat Routing to create conversations that tracks our face-to-face customer interactions, and this is going to be made defunct. Not sure if other customers have done the same, or are trying to use other 'hacks' to track these conversations (i.e. using dummy emails, going off queue, etc)
I've had an idea 'Generic/Other' media type (for other live and near real-time conversations/interactions, not Work Items) to possibly re-use the 'Chat' media type to represent these 'Chats' that we have with customers that currently don't fit the other media types in Genesys Cloud (and doesn't fit being a Work Item either) - but the Genesys Admin response mentioned the embeddable framework and mobile messaging - which doesn't fit the needs and is not what the idea is for.
Anyway, I just think this is a huge missed opportunity to make Genesys a true customer experience platform that is able to track ALL real-time customer interactions, even those that don't traditionally get triggered by voice, email or web messaging.
#API/Integrations
#DigitalChannels
#PlatformAdministration
#Routing(ACD/IVR)
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Jeff
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