Web chat overview

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Get an overview of web chats and how they work.

Important
This article only applies to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat.

Overview

A web chat is a web action that engages your visitors through a standard chat window that appears while they are on your website.

How it works

  1. A visitor views a website that Genesys Predictive Engagement tracks.
  2. Genesys Predictive Engagement monitors the visitor's behavior on the website.
  3. Genesys Predictive Engagement uses action maps to determine when and how to take action.