Accept and respond to a message interaction

Prerequisites
  • Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 1 Digital Add-on II license
  • Web messaging: Conversation > Webmessaging > View and Accept permission
  • Other messaging channels: Conversation > Message > Create or View and Accept permission

  1. Log in as an agent and go on queue. The Interactions panel opens and new messages appear in the Active Interactions list. 
  2. To accept a message interaction, click Answer.
    Notes:
    • The icon on the interaction alert indicates the interaction’s messaging channel.
    • A green shield with a check-mark indicates an authenticated web message.
    • When you answer an interaction, the channel icon for the current interaction also appears above the conversation window.
    • If the inbound message is from WhatsApp, you must answer it within 24 hours. After 24 hours, Genesys Cloud replaces the text entry box with a message that lets you know that you cannot send response other than WhatsApp templated messages. After 24 hours, any messages that you try to send in response result in an error and failed delivery. 
    • Some messaging interactions may include interaction with a bot. When you receive a messaging interaction from a bot, Genesys Cloud provides a transcript of the conversation history that includes any options that the bot may have offered. Depending on your organization, the history can include the following:
  3. Type your response to the incoming message. You can attach .jpg, .png, or .gif files.
    Notes:
    • Your response can include text and emojis up to the following characters limits:
      • WhatsApp: 4000
      • Web messaging: 4000
      • Facebook: 2000
      • Instagram: 1000
      • Open API: 4000
      • SMS: 160/765
    • Some messaging channels do not support inbound animated GIFs. If you receive a message attachment with an error, or if you cannot see a message, check with your administrator to make sure that your organization supports the file type. For more information about supported attachment types, see Supported content profiles.
    • The counter below the message entry box shows how many characters you have remaining on the character set that you are using.
  4. (Optional) To attach a file, do one of the following:
    • Drag and drop the file into your message.
    • Paste the file from your clipboard.
    • Below the message entry box, click Attach file and locate the file that you want to attach.
      Note: If you attach multiple files, Genesys Cloud sends them as individual messages.
  5. To send your message, click Send The Genesys Cloud send message button or press Enter.
  6. To continue the conversation, repeat steps 3–4 as needed.
  7. To end the interaction, click End Messages.
  8. Complete any needed after contact work.

Notes:
  • When an agent declines or does not answer an interaction within a certain amount of time, Genesys Cloud places the agent into Not Responding status. While Not Responding, the agent does not receive new interactions. Declined or unanswered interactions reenter the queue. 
  • Some messaging channels do not support inbound animated GIFs and stickers. If you receive a message attachment with an error, or if you cannot see a message, check with your administrator to make sure that your organization supports the file type.
  • With SMS, third-party messaging channels, and web messaging, Genesys Cloud confirms a successful message delivery with a . If message delivery fails, Genesys Cloud displays a warning to inform you of a delivery error. For more information, see Messaging errors and explanations.
  • To resend or to copy a message, beside the message sender’s name, click More and then either Resend or Copy.

Error Description
Pending delivery. The end user receives the message when they return to online.

Genesys Cloud successfully sent the message, but the server rejected the it due to a server outage. The message is lost. To manually send it again, click Resend.

Note: You can receive a similarly-formatted message if you exceed your message limit. Contact your admin for more information.
Genesys Cloud messaging network error Genesys Cloud was unable to reach the server. For example, a network outage could cause this error.The message is lost. To manually send it again, click Resend.