Feature deprecation: Genesys will deprecate the LINE third-party messaging channel on April 24, 2024. The ability to create new LINE integrations will be restricted starting on November 29, 2023. Existing LINE integrations created before November 29 will continue to work until the End of Life date of April 24, 2024 at which time they will be disabled. For more information about the deprecation, see Deprecation: Native LINE third-party messaging channel.

Genesys Cloud third-party messaging allows agents to respond to interactions from various third-party messaging applications. Genesys Cloud currently supports Facebook Messenger, Instagram Direct Messages, Twitter Direct Messaging, LINE Messaging, and WhatsApp. Third-party messaging shares the same features and capabilities as the other Genesys Cloud messaging channels that use ACD messaging to enable agents to respond to customer interactions. Third party messaging is available with Genesys Cloud CX 2, Genesys Cloud CX 3 and the Digital Upgrade.

Overview

Learn more about Genesys Cloud’s support of third-party messaging.

Message and in-queue flow routing

Learn about message and in-queue flows and routing using Architect and Genesys Cloud.

Facebook

Set up and configure ACD messaging to work with Facebook Messenger.

Instagram

Set up and configure ACD messaging to work with Instagram direct messages.

LINE 

Set up and configure ACD messaging to work with the LINE Messaging.

WhatsApp

Set up and configure ACD messaging to work with the WhatsApp messaging.

Work with bots in message interactions

Use Genesys Bot Connector to call your own bots in Architect message flows. Set up quick replies and cards in bot conversations. 

Work with message interactions

Agents answer, respond to, and complete message interactions with customers.