Accept and respond to a message interaction

  • Web messaging
    • Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II
    • Conversation > Webmessaging > Create permission
  • Other messaging channels
    • Genesys Cloud User 3 , Genesys Cloud 2 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II
    • Conversation > Message > Create permission
    • Messaging > Integration > View permission (to send and receive file attachments)
    • Messaging > Supported content > View permission (to send and receive file attachments)

To enable the UI to assist agents, these permissions filter unsupported media types from the attachment file picker. Without them, agents can still send supported media. However, if an agent attempts to send an unsupported type, they receive notification that the media failed to send.

  1. Log in as an agent and go on queue. The Interactions panel opens and new messages appear in the Active Interactions list. 
  2. To accept a message interaction, click Answer.
    • The icon beside the interaction timer indicates the interaction’s messaging channel.
    • When you answer an interaction, the channel icon also appears above the conversation window.
    • If the inbound message is from WhatsApp, you must answer it within 24 hours. After 24 hours, any messages you attempt to send in response results in an error and failed delivery.
  3. Type your response to the incoming message. Your response can contain up to 2,000 characters. It can include emojis and, if the interaction is coming from LINE, can include stickers. Attached images must be in .jpg, .png, or .gif format.
  4. To send your message, press Enter.
  5. To continue the conversation, repeat steps 3–4 as needed.
  6. To end the interaction, click End Messages.
  7. Complete any required after call work.

  • When an agent declines or does not answer an interaction within a certain amount of time, Genesys Cloud places the agent into Not Responding status. While Not Responding, the agent does not receive new interactions. Declined or not answered interactions reenter the queue. 
  • Some messaging channels do not support inbound animated GIFs and stickers. If you receive a message attachment with an error, or if you cannot see a message, check with your administrator to make sure that your organization supports the file type.
  • With third-party messaging channels, Genesys Cloud confirms a successful message delivery with a . If message delivery fails, Genesys Cloud displays a warning to inform you of a delivery error.