# Widgets — Web Chat & Web Messenger | Topic | Detail | |---|---| | Navigation (Web Messenger) | `Admin → Message → Messenger Configurations` and `Messenger Deployments` | | Navigation (Web Chat v2) | `Admin → Contact Center → Widgets` | | Purpose | Provide a chat interface on websites connecting customers to Genesys Cloud agents | | Modern Standard | Web Messenger — persistent, asynchronous | | Legacy | Web Chat v2 — session-based | --- ## Web Messenger (Modern Standard) Web Messenger offers a **persistent, asynchronous** experience — customers can leave the website and return later with their full conversation history still intact. | Component | Description | |---|---| | Messenger Configurations | Defines look and feel — color palette, logo, features (file uploads, emojis, read receipts) | | Messenger Deployments | Links a Messenger Configuration to an **Architect Inbound Message Flow** — this is where routing is assigned | | Deployment Snippet | JavaScript code pasted into the website `` or `` to render the chat icon | | Deployment ID | Unique GUID identifying which configuration the website loads | | Allowed Domains | Security whitelist — only URLs listed here can render the widget | --- ## Web Chat v2 (Legacy) Strictly **session-based** — if the customer refreshes or closes the browser tab, the chat session is lost. | Widget Type | Description | |---|---| | Standard | Simple chat window provided by Genesys | | Third-Party | Uses Genesys as the routing engine while a completely custom UI is built by developers | --- ## Widget Features Both versions support the following controls: | Feature | Description | |---|---| | File Uploads | Enable/disable customer ability to send images or documents | | Typing Indicators | Shows when the agent or customer is typing | | Read Receipts | Informs users when messages have been seen | | Guest Chat | Allows unauthenticated chat, or require login to pull CRM data automatically | | Pre-Chat Form | Collects Name, Email, Account Number before routing — data passed into Architect flow for intelligent routing | --- ## Routing Logic Widgets do **not** send chats directly to agents. They route to an **Architect Inbound Message Flow** first. The flow processes pre-chat form data and routes to the correct queue. ``` Customer Clicks Chat Widget ↓ Pre-Chat Form (Name, Email, Account Number) ↓ Architect Inbound Message Flow ↓ Data Evaluated / Customer Identified ↓ Transfer to Queue ↓ Agent ``` --- ## Deployment Steps (Web Messenger) 1. Navigate to `Admin → Message → Messenger Configurations` 2. Create a configuration — set branding, colors, features 3. Navigate to `Admin → Message → Messenger Deployments` 4. Create a deployment — link configuration to an Architect Inbound Message Flow 5. Add **Allowed Domains** (whitelist your website URLs) 6. Copy the **Deployment Snippet** (JavaScript) 7. Paste the snippet into the website's `` or `` Connect to a chat flow: ![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/cdBG4H9ZXYUPersT-image-1772862846522.png) Deployment key generated: ![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/g29ibEPHhHM5S4zs-image-1772862872166.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/ki3hP6UnwMTx9z4d-image-1772862776266.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/ki3hP6UnwMTx9z4d-image-1772862776266.png) --- ## Technical Reference | Component | Detail | |---|---| | Snippet | JavaScript placed in `` or `` of the website | | Deployment ID | Unique GUID — identifies which configuration loads | | Allowed Domains | Must whitelist all URLs where the widget appears | | Persistence | Web Messenger supports Persistent or Clearing Conversation session modes | --- ## Web Messenger vs. Web Chat v2 | Feature | Web Messenger | Web Chat v2 | |---|---|---| | Session type | Persistent / asynchronous | Session-based (lost on refresh) | | Conversation history | Retained across sessions | Lost when session ends | | Routing | Architect Inbound Message Flow | Architect Inbound Chat Flow | | Status | Current standard | Legacy — still supported | | Customization | Full branding via Messenger Config | Limited | --- ## Interview Cheat Sheet | Question | Answer | |---|---| | What is the modern widget standard? | Web Messenger — persistent and asynchronous | | What happens to a Web Chat v2 session on page refresh? | The session is lost | | What does the Deployment ID identify? | Which Messenger Configuration loads on the website | | What must be configured for security? | Allowed Domains whitelist | | Where does the widget route interactions? | To an Architect Inbound Message Flow, not directly to agents | | What is a Pre-Chat Form used for? | Collecting customer data before routing for intelligent queue assignment |