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Deprecation - ACD Chat v2.0 support in Genesys Predictive Engagement

  • 1.  Deprecation - ACD Chat v2.0 support in Genesys Predictive Engagement

    Posted 05-23-2025 11:07

    Summary

    Following our ACD Web Chat v2 Deprecation Announcement posted here, we are announcing deprecation for all related Chat API v2 and Chat Widgets versions (Version 1.1, Version 2 and Third Party widgets) support in Genesys Predictive Engagement. This includes the use of Web Chat as an action type in Action Maps.

    All existing customers are encouraged to update their action maps with Web Messaging which includes both a native messaging UI client and a JavaScript SDK to build a customer client.

    More Web Messaging information available here, including migration guide from Web Chat to Web Messaging.

    Effective Date

    Friday, May 23, 2025

    Issue References

    [AI-1064]

    Details

    We are announcing deprecation of ACD Web Chat support in Genesys Predictive Engagement 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, Journey Tracking, 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.

    Impacted Resources

    Action Map APIs:

    POST /api/v2/journey/actionmaps

    POST /api/v2/journey/actionmaps/estimates/jobs

    DELETE /api/v2/journey/actionmaps/{actionMapId}

    PATCH /api/v2/journey/actionmaps/{actionMapId}

    Ping APIs:

    GET /api/v2/journey/deployments/{deploymentId}/customers/{customerCookieId}/ping

    Action Target APIs:

    PATCH /api/v2/journey/actiontargets/{actionTargetId}

    Customer Impact

    For Webchat users: 

    • Action Maps using Web Chat as will no longer be qualified or offered  
    • All Action Maps using Web Chat as an action type will be disabled 
    • Web Chat will no longer be available as an action type option to create or edit Action Maps
    • Existing action maps using Web Chat as an action type prior to the deprecation will still display Web Chat. This will enable customers to either switch their Action Map to a different action type, or allow them to copy the relevant configuration details they might want to save before deleting their Action Map.
    • SLA Throttling will be deprecated, as this feature is specific to Web Chat offers
    • Action Targets will be deprecated, as this feature is specific to Web Chat offers

    The following APIs are affected: 

    POST and PATCH will no longer work with the Web Chat Media Type.

    GET and DELETE will continue to work for Web Chat Media Type.

    PATCH will no longer work 

    GET will continue to work for Web Chat Media Type 

    This will not cause any Web Chat Action Maps to be offered or sent 

    Contacts

    @Mai-Christine Hoang


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