About third-party messaging

Genesys Cloud third-party messaging allows agents to respond to interactions from various third-party messaging applications. Genesys Cloud currently supports Facebook Messenger, 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

Learn more about Genesys Cloud’s support of third-party messaging.


Message flows and routing

Learn more about message flows and message routing using Architect and Genesys Cloud, common to all messaging channels.


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 quick replies in message interactions

Administrators set up quick replies in bot conversations. Quick replies are responses that customers can select as a reply during a message interaction. Quick replies allow for fast and structured responses, enabling you to offer simple, guided answers to direct messages by choosing from a list of options.


Work with message interactions

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