Flex Webchat 3.0 is currently available as a Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a Twilio SLA.
Not a HIPAA Eligible Service
Webchat 3.0 is not a HIPAA Eligible Service and should not be used in workflows that are subject to HIPAA.
This page describes the differences between Webchat 3.0 and other Flex webchat versions, as well as how to migrate to Webchat 3.0 from another webchat version.
Previously, Flex released Flex Webchat 2.0 and the Webchat React App. You can continue using your existing webchat or migrate to Webchat 3.0.
| Webchat 3.0 | Webchat React App | Webchat 2.0 | |
|---|---|---|---|
| Best for organizations that… | Are setting up webchat for the first time in Flex UI 2.x Using Webchat 2.0 and want to migrate for additional security features | Want to fully customize webchat and have development resources to build, deploy, and host it | Organizations using legacy messaging |
| Works with… | Flex UI 2.x.x | Flex UI 2.x.x and 1.x.x | Flex UI 2.x.x and 1.x.x |
| App type | Flex native | Open-source | Flex native |
| Hosted by Twilio | Yes | No | Yes |
| Built on… | Twilio Conversations | Twilio Conversations | Programmable Chat(legacy messaging) |
| Auto-generated embed code to add webchat to your website | Yes | No | Yes |
| Shields account information with a deployment key | Yes | No | No |
| Uses fingerprinting for enhanced security | Yes | No | No |
| Chat attachments available | Yes | Yes | Yes, if enabled |
| Requires development effort to build | No | Yes | No |
| Ability to include pre-engagement form | Yes. Form fields cannot be customized. | Yes | Yes |
| Ability to localize or update strings in the webchat UI | No | Yes | Yes |
| Ability to configure the webchat UI | No | Yes | Yes |
| Ability to change the theme, style, and brand of webchat | No. You can change to light or dark mode only. | Yes | Yes |
You can continue using WebChat 2.0 as long as legacy messaging is supported. However, you may want to upgrade to Webchat 3.0. Webchat 3.0 is built on Conversations and includes enhanced security features.
If you are using Flex UI 1.x.x, you must upgrade to Flex UI 2.x.x before you can use Webchat 3.0.
To migrate to Webchat 3.0:
If you're using the Webchat React App, you can continue to use your existing webchat or migrate to Webchat 3.0. You may want to migrate to Webchat 3.0 if you'd like a solution that doesn't require development effort to build or maintain, is hosted by Twilio Flex, and includes enhanced security features.
To migrate to Webchat 3.0: