Migrate your TrueEngage data
Omnichannel contact engagement widget layer for Genesys Cloud, adding WebRTC voice, video, and AI visitor engagement to websites, mobile apps, and kiosks.
In its favor
Why people choose TrueEngage
The signal that keeps TrueEngage on the shortlist. Sourced from G2, Capterra, and customer scoping calls.
Deploys omnichannel contact (chat, voice, video, cobrowse) on websites and mobile apps in under 10 minutes via AppFoundry installation, with no additional hardware or software required.
Enables in-interaction channel switching — upgrading a chat to WebRTC voice or video, or escalating a PSTN call to video — without ending the session, preserving context throughout.
Routes all interactions, recordings, and outcome data natively into Genesys Cloud, so contact center teams work in a single system without toggling between platforms.
Adds Visitor Engagement AI for proactive chat triggers based on browsing behaviour, helping convert website traffic into qualified leads routed directly into Genesys Cloud pipelines.
Provides WCAG-compliant, customisable widgets with desktop and mobile-specific positioning, allowing brand-consistent deployment across any digital touchpoint.
TrueEngage is a widget layer tightly coupled to Genesys Cloud — leaving Genesys Cloud means losing the entire TrueEngage integration and rebuilding all widget-based contact flows from scratch.
No standalone database: contact records, interaction history, and session data are stored in Genesys Cloud, making TrueEngage-dependent metadata vulnerable if the integration misconfigures or breaks.
The per-widget billing model charges in packages of 3 widgets, so a deployment requiring 7 active widgets costs the same as 9 — scaling is non-linear and can surprise teams with modest channel requirements.
Video and Cobrowse features may require Professional Services for complex configurations, adding unpredictable cost beyond the base widget licensing.
Organizations without Genesys Cloud as their core contact center platform have no compelling reason to adopt TrueEngage, limiting portability of the investment.
Reasons to switch
Why people leave TrueEngage
The recurring reasons buyers give for replacing TrueEngage. Presented as facts, not knocks.
Platform scorecard
Strengths, weaknesses, and where TrueEngage fits
Grades across six dimensions, plus a SWOT-style view of where the platform shines and where it falls short.
SWOT — strengths, weaknesses, and use-case fit
Strengths
Weaknesses
Where it works
Where it struggles
Pricing tiers
TrueEngage pricing overview
TrueEngage charges per widget package (bundles of 3 widgets) with additional per-feature costs for Cobrowse, advanced AI engagement, and high-volume WebRTC tokens. Base pricing is bundled with a Genesys Cloud seat license; Enterprise tiers include Professional Services for custom configuration and are negotiated directly with TrueEngage sales.
Starter
Tier 1 of 3
Widget package pricing (bundled with Genesys Cloud seat licenses)
What's included
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What gets migrated
TrueEngage object support
Object-by-object support for TrueEngage migrations. Per-pair details surface during scoping.
Widgets
Mapping requiredWidgets are the core TrueEngage object — configurable chat/voice/video/channels deployed to websites, mobile apps, or kiosks. Each Widget has targeting rules, scheduling, and routing configuration. We preserve Widget settings as structured JSON and rebuild them on the destination Genesys Cloud org, noting any destination-tier limitations on channel types.
Interactions
Mapping requiredInteractions represent individual chat, voice, or video sessions initiated via a TrueEngage Widget. TrueEngage passes full interaction context into Genesys Cloud, but TrueEngage-specific channel metadata (Widget ID, visitor journey events, cobrowse flags) lives only in TrueEngage. We pull interaction metadata from both platforms and reconcile on import.
Visitors
Not in this platformVisitor records are session-scoped browser/app identities tracked by TrueEngage's Visitor Engagement AI for proactive engagement triggers. These are ephemeral and tied to active Widget sessions — TrueEngage does not persist them as durable contacts. We do not migrate Visitor sessions; only persistent contact records from Genesys Cloud are carried forward.
Cobrowse Sessions
Mapping requiredCobrowse sessions initiated through TrueEngage Widgets carry session logs, shared screens, and outcome data. Where the destination supports Cobrowse, we map session metadata and reconstruct the session history. If the destination lacks Cobrowse, we export session logs as a CSV artifact for audit purposes.
Callback Requests
Mapping requiredCallback Requests represent scheduled or immediate callback offers from website visitors. TrueEngage queues these into Genesys Cloud as callback appointments. We migrate request records, visitor context, and scheduling data, preserving the callback reason and priority fields.
Feedback Forms
Mapping requiredTrueEngage embeds customisable feedback forms at interaction endpoints. Form definitions (questions, branching, styling) and submitted responses live in TrueEngage. We export form schemas and all response records, mapping them to the equivalent feedback object in the destination platform.
Routing Rules
Mapping requiredWidget targeting rules — geographic, time-based, page-based, visitor-segment conditions — are configured per Widget. These are not stored as a standalone Genesys Cloud object. We extract routing rule configurations as structured JSON and document the mapping logic for manual rebuild on the destination.
WebRTC Sessions
Mapping requiredWebRTC voice and video calls routed through TrueEngage Widgets are handled as standard Genesys Cloud calls with a SIP trunk provisioned by TrueEngage. Call records, recordings, and disposition data exist in Genesys Cloud; the TrueEngage layer adds Widget-context metadata. We source call records from Genesys and enrich with Widget-session context from TrueEngage.
Agent Transfers
Mapping requiredCross-channel transfers and escalations from chat to voice to video during a single interaction carry a transfer history log. TrueEngage records the channel-switch events; Genesys Cloud records the routing and agent assignment. We reconcile both to produce a complete interaction timeline.
Contact Center Schedules
Mapping requiredBusiness hours, holiday calendars, and queue availability rules drive Widget availability. These are defined in TrueEngage and pushed to Genesys Cloud routing flows. We export schedule definitions and map them to the destination's schedule objects.
| Object | Support | Notes |
|---|---|---|
| Widgets | Mapping required | Widgets are the core TrueEngage object — configurable chat/voice/video/channels deployed to websites, mobile apps, or kiosks. Each Widget has targeting rules, scheduling, and routing configuration. We preserve Widget settings as structured JSON and rebuild them on the destination Genesys Cloud org, noting any destination-tier limitations on channel types. |
| Interactions | Mapping required | Interactions represent individual chat, voice, or video sessions initiated via a TrueEngage Widget. TrueEngage passes full interaction context into Genesys Cloud, but TrueEngage-specific channel metadata (Widget ID, visitor journey events, cobrowse flags) lives only in TrueEngage. We pull interaction metadata from both platforms and reconcile on import. |
| Visitors | Not in this platform | Visitor records are session-scoped browser/app identities tracked by TrueEngage's Visitor Engagement AI for proactive engagement triggers. These are ephemeral and tied to active Widget sessions — TrueEngage does not persist them as durable contacts. We do not migrate Visitor sessions; only persistent contact records from Genesys Cloud are carried forward. |
| Cobrowse Sessions | Mapping required | Cobrowse sessions initiated through TrueEngage Widgets carry session logs, shared screens, and outcome data. Where the destination supports Cobrowse, we map session metadata and reconstruct the session history. If the destination lacks Cobrowse, we export session logs as a CSV artifact for audit purposes. |
| Callback Requests | Mapping required | Callback Requests represent scheduled or immediate callback offers from website visitors. TrueEngage queues these into Genesys Cloud as callback appointments. We migrate request records, visitor context, and scheduling data, preserving the callback reason and priority fields. |
| Feedback Forms | Mapping required | TrueEngage embeds customisable feedback forms at interaction endpoints. Form definitions (questions, branching, styling) and submitted responses live in TrueEngage. We export form schemas and all response records, mapping them to the equivalent feedback object in the destination platform. |
| Routing Rules | Mapping required | Widget targeting rules — geographic, time-based, page-based, visitor-segment conditions — are configured per Widget. These are not stored as a standalone Genesys Cloud object. We extract routing rule configurations as structured JSON and document the mapping logic for manual rebuild on the destination. |
| WebRTC Sessions | Mapping required | WebRTC voice and video calls routed through TrueEngage Widgets are handled as standard Genesys Cloud calls with a SIP trunk provisioned by TrueEngage. Call records, recordings, and disposition data exist in Genesys Cloud; the TrueEngage layer adds Widget-context metadata. We source call records from Genesys and enrich with Widget-session context from TrueEngage. |
| Agent Transfers | Mapping required | Cross-channel transfers and escalations from chat to voice to video during a single interaction carry a transfer history log. TrueEngage records the channel-switch events; Genesys Cloud records the routing and agent assignment. We reconcile both to produce a complete interaction timeline. |
| Contact Center Schedules | Mapping required | Business hours, holiday calendars, and queue availability rules drive Widget availability. These are defined in TrueEngage and pushed to Genesys Cloud routing flows. We export schedule definitions and map them to the destination's schedule objects. |
Gotchas
What to watch for in TrueEngage migrations
Issues we've hit on past TrueEngage migrations, tagged by severity. FlitStack AI handles every one — surfacing them up front because buyer engineering teams want to know.
No standalone data export API for TrueEngage objects
Per-widget package billing with no prorated adjustments
Cobrowse and video session logs stored in TrueEngage, not Genesys
WebRTC SIP trunk provisioned by TrueEngage is non-transferable
| Severity | Issue |
|---|---|
| High | No standalone data export API for TrueEngage objects |
| Medium | Per-widget package billing with no prorated adjustments |
| Medium | Cobrowse and video session logs stored in TrueEngage, not Genesys |
| High | WebRTC SIP trunk provisioned by TrueEngage is non-transferable |
Leaving TrueEngage?
Where TrueEngage customers move next
7 destinations TrueEngage can migrate to.
How a TrueEngage migration works
Four steps, TrueEngage-specific
Connect
Not publicly documented — TrueEngage has no published external API for managing widgets, routing rules, or interaction data. into TrueEngage. Scopes limited to read-only on the data we move.
Map
We translate TrueEngage-specific structures (custom fields, objects, value lists) to the destination's model.
Sample
Test with a 50–200 record subset to validate TrueEngage quirks before production.
Migrate
Full migration with TrueEngage rate-limit handling. Rollback available throughout.
FAQ
TrueEngage migration FAQ
Answers to the questions buyers ask most during TrueEngage migration scoping. Not seeing yours? Book a call.
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Migrate TrueEngage.
Without the rebuild.
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