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


Message and in-queue flow routing


Facebook

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


Instagram


Twitter

Set up and configure ACD messaging to work with Twitter Direct Messaging.


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

LINE

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


WhatsApp


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.