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, 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.


Message and in-queue flow routing


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



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.