Messaging overview

With Genesys Cloud ACD messaging, agents can send and receive interactions from various messaging channels. Currently, Genesys Cloud supports third-party messaging platforms such as Facebook Messenger, Twitter Direct Message, LINE Messaging, and WhatsApp, inbound SMS, Genesys Cloud web messaging, and open messaging.

Messages work similarly to other Genesys Cloud ACD interaction types, like emails and web chats. For example, you can set alerting timeouts and service level targets for messages. Analytics views and reporting include message metrics, and you can use scripts with message interactions.

Notes:
  • Genesys Cloud attempts to route callbacks, email replies, and message replies to the last agent who handled it. The agent must be on queue and not be fully utilized on those interactions. If the agent is not available, Genesys Cloud routes the interaction to the next available agent. For more information about how to determine if an agent is fully utilized, see Configure agent utilization.
  • For email and messaging interactions, and inbound callbacks, when you use preferred agent routing, Genesys Cloud no longer attempts to route the interaction to the last agent who handled it. Scheduled callbacks, however, is unaffected by preferred agent routing. For more information, see Advanced routing overview.

Route messages with Architect

Just as you create call flows in Architect, you can create message flows to route ACD messages with Architect. For more information, see About inbound message flows and About message routing.

Answer asynchronous messages–but keep interactions together

Messages are short and asynchronous. For example, a user sends two messages, receives a response from an agent, and then sends two more messages several hours later. Genesys Cloud treats multiple messages as part of the same interaction as long as the break between messages is less than 72 hours (default). If there is a break longer than 72 hours after the last message, then Genesys Cloud starts a new interaction. The message threading timeline is configurable. 

When Genesys Cloud groups messages as part of a interaction, it routes messages from the same customer to the same agent, and displays the interaction history to the agent. Agents complete wrap-up on each portion of the interaction that they handle, which can consist of multiple individual messages.