Authenticated web messaging quick start guide

Prerequisites
  • To map channels with division for identity resolution, the following permissions:
    • WebDeployments > IdentityResolution > *
    • Messaging > IdentityResolutionAuthenticate > *
    • Routing > IdentityResolution > *
  • To control division assignment of manually created contacts, the following permission:
    • Externalcontacts > Settings > Edit

To configure identity resolution for authenticated web messaging interactions, perform the following steps:

  1. Turn on Authentication in a Messenger Configuration.
    • For new messenger configurations, do the following:
      1.  Click Menu > Digital and Telephony > Message > Messenger Configurations and create the new configuration.
      2. In the Behavior step, in the Messaging Configuration settings, toggle the Authentication button to on and save the changes.
    • For existing messenger configurations, do the following:
      1. Open the configuration for which you want to turn on authentication.
      2. In the Behavior section, click Behavior .
      3. Toggle the Authentication button to on and save the changes.
  2. Deploy the messenger configuration. During messenger deployment, in the Deployment Options section, set up the identity resolution parameters to be used in the identity resolution algorithm. 
  3. Configure identity resolution, follow these steps:
    1. Navigate to the Identity Resolution page through one of the following ways:
      1. In a Messenger Deployment, in the Deployment Options section, under Identity Resolution, click the Identity Resolution link, or
      2. Click Menu > Contacts > Identity Resolution.
    2. Click Web Messenger. This tab displays both the standard and authenticated web messenger deployments.
    3. Navigate to the authenticated web messenger deployment for which you want to turn on identity resolution and configure the following:
      1. In the Identity Resolution column, turn on the toggle button.
      2. In the Merge Contacts column, ensure that the toggle button is turned on. For authentication enabled messenger deployments, the Merge Contacts option is enabled by default. Otherwise, this option is disabled.
      3. Click Edit identity resolution . In the Edit Web Messaging dialog box, select an external source from the list and click Save. Genesys Cloud uses the external ID supplied by the external source in the identity resolution algorithm to identify a contact.
      4. (Optional) If your organization uses division to resolve a contact, select the required division from the list and click Save.

How identity resolution is performed for authenticated web messaging interactions?

The following table explains how contacts are identified and resolved for authenticated web messages.

Messenger Configuration Merge Contacts setting External Source setting Identity resolution mechanism
Authentication Off Disabled (default) Disabled Stitches contacts with the cookie ID only.
Authentication Off → On Enabled (default) Enabled (blank) If an external source is not set, a warning message is shown in the External Source column. Select external source that is used for stitching the external contacts with external ID. If no external source is selected, stitching falls back to other identifiers such as email or phone number, if they are available.
Authentication On → Off Disabled Disabled A warning message is shown in the External Source column indicating that if an external source was set, it is cleared when the Identity Resolution setting is updated. The system stitch contacts using cookie ID only.