About third-party messaging

Feature coming soon: Instagram Direct Messaging

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. To enable this feature, contact your designated Customer Success Manager.


Overview


Message and in-queue flow routing


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.


Twitter

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


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.