About web messaging
Genesys Cloud web messaging provides customers with an enhanced experience when they visit your website. Unlike web chat, which provides short-lived, standalone chats, web messaging enables a visitor to enter your site, converse with a bot or agent, and return later to pick up the conversation. With Predictive Engagement, agents can view the entire customer journey as part of the web messaging interaction. Web messaging shares many of 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.
Administrators perform these tasks to deploy Messenger.
Authenticated web messaging
Administrators can require customers to authenticate with your website before starting or resuming a web messaging session. Optionally, personalize the customer’s experience with authenticated users’ attributes in Architect flows.
Work with web messaging in Predictive Engagement
Learn how web messaging works in Predictive Engagement.
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. Learn about messages in the Genesys Cloud embedded clients.
Analyze message interaction data
Contact center managers and supervisors can add message interaction columns and filters to existing Genesys Cloud performance views.