About open messaging

Open messaging is a lightweight integration that facilitates messaging with third-party systems and external messaging services. With open messaging, you can leverage Genesys Cloud’s asynchronous ACD capabilities to route inbound open messages to the right queues and agents. Asynchronous messaging allows conversations to remain active so that customers can continue conversations at their preferred pace. Additionally, you can use Inbound Message flows in Architect to route inbound open messages to integrations, bots, and queues based on message content.


Understand open messaging


Message flows and routing


Work with message interactions

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


Analyze message interaction data

Contact center managers and supervisors can add message interaction columns and filters to existing Genesys Cloud performance views.