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Migrating from Webchat v1 to Webchat v2 in 8x8 Contact Center

Updated: 12/09/2024

Objective

This guide explains migrating from Webchat v1 to v2, highlights feature differences, and outlines the timeline for v1 depreciation. See our latest release notes for information on v2 of webchat.

Applies To

  • 8x8 Contact Center
  • Webchat

How to migrate

To migrate from web chat v1 to v2, you follow these steps:
  1. Log into your 8x8 platform.
  2. On the 8x8 Application Panel, click the Configuration Manager for Contact Center tile.
  3. Click Scripts on the navigation menu. 
  4. Click the Chat tab.
  5. Double-click in the row of the desired chat script.
  6. Go to the Code tab. 
  7. Select the desired channel from the channel list.
    WebchatMigrate.png
  8. After selecting the option to generate the code, it can be provided to the website team for integration into the website.
    WebchatMigrate2.png
  9. For more information, please refer to the feature comparison table below. Use a test site to test the script before submitting it to the web team, use a test site.
  10. Simply paste the script on the left side and run the web chat.

Feature comparison v1 to v2

Feature
v1
v2
Webchat design
CSS only is supported in v1
Theming is now available for most parts of the webchat; see the documentation here. 
Note - CSS will not be supported
Agent avatar
Not supported
Fully supported
WCAG 2.2aa
Not supported
Fully supported and a VPAT is available if required
Embedding chat
Available
Available
Webchat API
V1 of API
The modernized version for v2 is available here. This will allow features such as  triggering the chat window and passing  customer information
Mobile Optimization
Not supported
Available
Quick replies
Available
Available but also with theming capabilities
Keep session
Available
Available
Chat as a pop-out
Available
Not supported; using the keep session is recommended.
Co-browse
Available
Not currently supported, expected by 31st January 2025

Timeline for depreciation

Starting now, no new features will be added to v1 of our webchat.
31st March 2025 - After this date, access to generate a v1 script will be removed. While this change will not affect the functionality of existing webchat scripts, any new scripts that need to be generated after this date must be created using v2.
30th June 2025 - Support for version 1 will no longer be provided. Users are advised to migrate to v2 for any queries.
31st January 2026 - We will switch off webchat v1, and all customers need to migrate to v2.