To determine whether messaging or live chat is the right choice, we recommend going through the table below to see which has the functionality you need:
| Chat (Classic) | Messaging | |
| Web widget for websites | Yes | Yes |
|
Real-time conversations |
Yes | Yes |
| Conversation persistence | No | Yes |
| Proactive messages | Yes | No |
| Answer Bot article suggestions | Yes | Yes |
| Answer Bot Flow Builder | No | Yes |
| Social messaging channels | No | Yes |
| Skill-based routing | Yes | No |
| Banning visitors | Yes | No |
| Real-time chat monitoring | Yes (Enterprise or above) | No |
Also the look of the widgets are different.
| Chat (Classic) | Messaging | |
| Widget launcher shape | circle only | square or circle |
|
Launcher text |
No | Yes (optional) |
Classic Chat widget launcher sample
Messaging widget launcher sample
OR 
Existing customers who are already using Classic Chat may find it beneficial to stay with Chat for the time being. There are certain capabilities in Chat that are not supported in Messaging yet. However, we are actively working towards adding those capabilities to Messaging. Once that occurs, we would encourage all existing Chat customers as well as new customers to use Messaging to take advantage of the additional features that Messaging offers, outlined above.
To learn more about Messaging, see this article.
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