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Deprecation Update - ACD Chat v2.0 - Chat Widgets 1.1 & 2.0

  • 1.  Deprecation Update - ACD Chat v2.0 - Chat Widgets 1.1 & 2.0

    Posted 05-21-2025 11:00
    Edited by Ananya Singh 05-23-2025 11:28

    Summary

    Following our ACD Web Chat v2 Deprecation Announcement posted here, we are announcing deprecation for all related Chat API v2 resources and Chat Widgets versions (Version 1.1, Version 2 and Third Party widgets), with intended removal on 11 June 2025. This includes the use of Third-Party Chat Routing & guest Chat SDKs.[1]

    All existing customers are encouraged to migrate to Web Messaging Guest APIs, and/or our Messenger App 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

    Tuesday, May 20, 2025

    Issue References

    [PURE-5918]

    Details

    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.

    Following the last deprecation announcement, the removal of ACD Web Chat will proceed as planned on 11 June 2025, regardless of remaining usage/traffic.

    Impacted Resources

    Widgets APIs:

    GET /api/v2/widgets/deployments

    POST /api/v2/widgets/deployments

    DELETE /api/v2/widgets/deployments/{deploymentId}

    GET /api/v2/widgets/deployments/{deploymentId}

    PUT /api/v2/widgets/deployments/{deploymentId}

    Guest Chat APIs:

    POST /api/v2/webchat/guest/conversations

    GET /api/v2/webchat/guest/conversations/{conversationId}/mediarequests

    GET /api/v2/webchat/guest/conversations/{conversationId}/members

    DELETE /api/v2/webchat/guest/conversations/{conversationId}/members/{memberId}

    GET /api/v2/webchat/guest/conversations/{conversationId}/members/{memberId}

    POST /api/v2/webchat/guest/conversations/{conversationId}/members/{memberId}/messages

    POST /api/v2/webchat/guest/conversations/{conversationId}/members/{memberId}/typing

    GET /api/v2/webchat/guest/conversations/{conversationId}/messages

    GET /api/v2/webchat/guest/conversations/{conversationId}/messages/{messageId}

    Agent Chat APIs:

    GET /api/v2/conversations/chats/{conversationId}/messages

    GET /api/v2/conversations/chats/{conversationId}/messages/{messageId}

    POST /api/v2/conversations/chats/{conversationId}/communications/{communicationId}/messages

    POST /api/v2/conversations/chats/{conversationId}/communications/{communicationId}/typing

    GET /api/v2/conversations/chats

    POST /api/v2/conversations/chats

    GET /api/v2/conversations/chats/{conversationId}

    PATCH /api/v2/conversations/chats/{conversationId}

    GET /api/v2/conversations/chats/{conversationId}/mediarequests

    POST /api/v2/conversations/chats/{conversationId}/mediarequests

    DELETE /api/v2/conversations/chats/{conversationId}/mediarequests/{mediaRequestId}

    GET /api/v2/conversations/chats/{conversationId}/mediarequests/{mediaRequestId}

    PATCH /api/v2/conversations/chats/{conversationId}/participants/{participantId}

    PATCH /api/v2/conversations/chats/{conversationId}/participants/{participantId}/attributes

    PATCH /api/v2/conversations/chats/{conversationId}/participants/{participantId}/communications/{communicationId}

    GET /api/v2/conversations/chats/{conversationId}/participants/{participantId}/communications/{communicationId}/wrapup

    POST /api/v2/conversations/chats/{conversationId}/participants/{participantId}/communications/{communicationId}/wrapup

    POST /api/v2/conversations/chats/{conversationId}/participants/{participantId}/replace

    GET /api/v2/conversations/chats/{conversationId}/participants/{participantId}/wrapup

    GET /api/v2/conversations/chats/{conversationId}/participants/{participantId}/wrapupcodes

    PUT /api/v2/conversations/chats/{conversationId}/recordingstate

    Miscellaneous Chat APIs:

    POST /api/v2/conversations/chats/memberauthtoken

    GET /api/v2/routing/queues/{queueId}/conversations/chats

    Customer Impact

    The following APIs are impacted by this deprecation announcement:

    For CX as Code Users: The CX as Code team has removed the genesyscloudwidgetdeployment resource and data source from the CX as Code Terraform provider. If you are using these resources you must upgrade your CX as Code provider version before mid-June, or you will experience errors in your CI/CD pipelines and CX as Code exports with the removal of /api/v2/widgets/deployments APIs.

    Contacts

    @Chad Hansen

    [1] - These changes also include guest Chat SDKs



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