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Legacy Webchat to Web Messaging migration best practices

Updated on December 3, 2021

Legacy Webchat was deprecated in Pega Platform™ and Pega Customer Service™ 8.6 and de-supported in version 8.7. As its replacement, you must use Web Messaging in the Digital Messaging channel interface as its replacement. Contact your organization’s Pega account team to begin the migration process to Web Messaging if not already in progress.

Pega Customer Service Implementation Guide

Note: Pega Customer Service will sunset the Legacy Webchat servers on October 31, 2023.
Note: There are some feature differences between Web Messaging and Legacy Webchat. Some are related to the display of the chat window to your customers and to the functionality available to them. For example, support for forms is being added in Pega Infinity™ '23. There are also differences resulting from changes in later versions of Pega Platform and Pega Customer Service, in some cases, functionality that was available for Legacy Webchat in 7.x or early 8.x versions is no longer available as of 8.4 or later. For example, URL- based routing is one such difference. For more information on the differences and ways to address them, see Troubleshooting checklist for Legacy Webchat to Web Messaging migration.

To learn about the Legacy Webchat to Web Messaging migration procedure, see Migrating from Legacy Webchat to Web Messaging.

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