About web messaging
Genesys Cloud web messaging provides customers with an enhanced experience when they visit your website. Unlike web chat, which provides instant, standalone chats, web messaging enables a visitor to enter your site, converse with an agent, and return later to pick up the conversation. Managers, supervisors, and agents can view the entire customer journey data in the web messaging interaction. Web 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.
Understand web messaging
Learn about and get started with web messaging. Review the steps necessary to migrate from an existing web chat implementation to web messaging.
Message flows and routing
Learn about message flows and message routing using Architect and Genesys Cloud.
Administrators perform these tasks to configure Messenger, the predefined message window and launcher button which customers use to interact with bots and agents.
- Configure Messenger
- Create a new version of a Messenger configuration
- Clone a version of a Messenger configuration to the draft version
- Preview a version of a Messenger configuration
- Duplicate a Messenger configuration
- Delete a Messenger configuration
Administrators perform these tasks to deploy Messenger.
- Deploy Messenger
- Change the Messenger configuration assigned to a deployment
- Disable a Messenger deployment
- Delete a Messenger deployment
Work with web messaging in Predictive Engagement
Learn how web messaging works in Predictive Engagement.
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.