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Removal : ACD Web Chat API

  • 1.  Removal : ACD Web Chat API

    Posted 2 hours ago

    Summary

    Following the deprecation announcements issued on January 24, 2024 (Version 1) and July 15, 2024 (Version 2), Genesys Cloud announces the permanent removal of all ACD Web Chat APIs and associated Web Chat widget resources, effective August 10, 2026.

    Version 1 announcement : Deprecation: Removal of ACD Web Chat

    Version 2 announcement : Deprecation: Predictive Engagement Support for ACD Web Chat

    Effective Date

    Monday, August 10, 2026

    Details

    ACD Web Chat has been superseded by Web Messaging, which provides improved performance, scalability, analytics, omnichannel capabilities, and an enhanced customer experience.

    Consolidating on Web Messaging reduces platform maintenance, improves overall code quality, and enables continued investment in Genesys Cloud messaging capabilities.

    Migration guidance is available in the Resource Center:

    • Web Chat to Web Messaging Migration and Impact

    https://help.genesys.cloud/articles/web-chat-to-web-messaging-migration-and-impact/

    Customer Impact

    All ACD Web Chat APIs have been blocked since March 2026. Customer usage metrics indicate zero active requests and no reported service issues. Customers have successfully migrated to Web Messaging or alternative supported solutions.

    Effective August 10, 2026, the deprecated APIs and widget resources will be permanently removed.

    No customer impact.

    Impacted Resources

    Web Chat APIs

    • /api/v2/webchat/deployments
    • /api/v2/webchat/deployments/{deploymentId}
    • /api/v2/webchat/guest/conversations
    • /api/v2/webchat/guest/conversations/{conversationId}/mediarequests
    • /api/v2/webchat/guest/conversations/{conversationId}/mediarequests/{mediaRequestId}
    • /api/v2/webchat/guest/conversations/{conversationId}/members
    • /api/v2/webchat/guest/conversations/{conversationId}/members/{memberId}
    • /api/v2/webchat/guest/conversations/{conversationId}/members/{memberId}/messages
    • /api/v2/webchat/guest/conversations/{conversationId}/members/{memberId}/typing
    • /api/v2/webchat/guest/conversations/{conversationId}/messages
    • /api/v2/webchat/guest/conversations/{conversationId}/messages/{messageId}
    • /api/v2/webchat/settings

    Widget APIs

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

    Conversation Chat APIs

    • /api/v2/conversations/chats
    • /api/v2/conversations/chats/memberauthtoken
    • /api/v2/conversations/chats/{conversationId}
    • /api/v2/conversations/chats/{conversationId}/communications/{communicationId}/messages
    • /api/v2/conversations/chats/{conversationId}/communications/{communicationId}/typing
    • /api/v2/conversations/chats/{conversationId}/mediarequests
    • /api/v2/conversations/chats/{conversationId}/mediarequests/{mediaRequestId}
    • /api/v2/conversations/chats/{conversationId}/messages
    • /api/v2/conversations/chats/{conversationId}/messages/{messageId}
    • /api/v2/conversations/chats/{conversationId}/participants/{participantId}
    • /api/v2/conversations/chats/{conversationId}/participants/{participantId}/attributes
    • /api/v2/conversations/chats/{conversationId}/participants/{participantId}/communications/{communicationId}
    • /api/v2/conversations/chats/{conversationId}/participants/{participantId}/communications/{communicationId}/wrapup
    • /api/v2/conversations/chats/{conversationId}/participants/{participantId}/replace
    • /api/v2/conversations/chats/{conversationId}/participants/{participantId}/wrapup
    • /api/v2/conversations/chats/{conversationId}/participants/{participantId}/wrapupcodes
    • /api/v2/conversations/chats/{conversationId}/recordingstate

    Issue References

    WC-1312

    Contacts

    @Udhayaprakash Venkatesan  

    Please reply to this announcement with any questions. This helps the wider developer community benefit from the discussion. We encourage you to use this thread before contacting the designated person directly. Thank you for your understanding.



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