Configure Messenger

Feature coming soon: Conversation Auto-Start, Co-browse, and Typing Indicators 
Prerequisites
  • To view Configure Messenger:
    • Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud Digital Upgrade
    • Web Deployments Configurations All permission
    • Web Deployments Deployments > All permission
    • An inbound messaging flow
  • To view Brand Logo upload field:
    • uploads > publicAsset > upload
  • To view Knowledge Base selection field:
    • knowledge > knowledgebase > view
  • To view Co-browse field:
    • conversation cobrowse add

    Messaging improves customer experience when they visit your website. Before you use web messaging, configure it in Genesys Cloud.

    To configure web or mobile messaging in your organization, follow these steps:

    1. Click Admin.
    2. Under Message, click Messenger Configurations.
    3. Click New Configuration.
    4. Enter a name and description.
    5. Select the Appearance tab and complete the information:
      1. Under Set your Launcher Visibility, select a visibility option for the button that opens the Messenger window.
        • Always show (default): The button is always visible.
        • Always hide: The button is not visible. Use Always hide if you build your own custom messenger.
        • Hide until triggered by business logic: The button is not visible initially and becomes visible when triggered by business logic on your webpage. This button can be triggered programmatically through SDK commands or Predictive Engagement Action Maps.
      2. Under Select your Messenger Color, you can manually enter the web color code (in #HEX notation) or use the color picker to select the primary color that best matches your brand. The primary color affects the appearance of the Messenger interface (for example, header, background color of the launcher button, and customer’s message bubble).

      3. Under Select your Messenger Position, configure where the messenger appears on your website.

        • Under Align to, to select where you want the messenger to appear on your web page, choose one of the following:
          • Auto (default): Messenger automatically detects the text direction of the web page. If the web page has left-to-right (‘ltr’) direction, then Messenger displays on the right of the web page. If the web page has right-to-left (‘rtl’) direction, then Messenger displays on the left of the web page.
          • Left: Messenger displays on the left of the web page.
          • Right: Messenger displays on the right of the web page.
        • Under Side spacing and Bottom spacing, select or enter the offset spacing alignment in pixels from the closest page border.
        • To return to the default alignment and spacing settings, click Reset.
      4. Under Select your Supported Languages, use the Supported Languages list to select the languages that you want to support in the Messenger interface. Then use the Default Language list to choose the default language. Messenger tries to auto-detect the customer’s languages from the browser preferences. If the detected language matches any language selected as supported languages, Messenger applies the corresponding localized labels to the UI elements. If the detected language does not match any supported language, Messenger shows UI labels in the default language. For more information, see Genesys Cloud supported languages.
    6. Select the Apps tab:
      1. Under Rich Text Formatting, select whether to allow rich text formatting. For more information, see Markdown syntax for rich text in Messenger.
      2. Under Automatically Start Conversations, select whether to allow automatic start of conversations. When this feature is turned off, conversations are initiated by the end user.
        Note: The recommended setting is to leave it on, if your inbound message flow can trigger a Bot prior to targeting live agents.
      3. Under Attachments, select whether to allow image attachments from customers.
      4. Under Typing Indicators, select whether to inform the other party when a reply is being typed. 
      5. Under Predictive Engagement, select whether to enable Messenger to collect data about customer activity on your website. Predictive Engagement can use this data to track and manage customer activity.
      6. Under Co-browse, select whether to allow agents to request to view a customer’s screen. Once enabled, you can also enable the agents to request control of the user’s screen. Additionally, you can mask sensitive customer information during Co-browse sessions.
        Note: Typing Indicators, Predictive Engagement, and Co-browse features are available for web messenger only.
    7. If you want to allow only authenticated users to initiate a web messaging session with agents, under Authentication, do the following:
      1. If you do not already have a valid OpenID Connect Messenger Configuration integration, click Set-up an Integration here. Search and install OpenID Connect Messenger Configuration in the AppFoundry. Configure the integration, then return here to complete your Messenger configuration.
        Note: You must have a valid OpenID Connect Messenger Configuration integration to enable authentication.
      2. Click the Authentication toggle to set it to On.
      3. In Select an integration, select your OpenID Connect Messenger Configuration.
      Note: For an overview of all the steps needed to enable authenticated web message, see Get started with authenticated web messaging.
    8. Click Save New Version or Save Draft.
      1. To save the draft as a new version, click Save New Version. For example, the initial draft becomes version 1. The next saved version becomes version 2. You must save a version of a Messenger configuration before you can assign it to a Messenger deployment.
      2. To save the configuration as a draft, click Save Draft.

    Next step: deploy Messenger by creating a Messenger deployment and assigning a Messenger configuration to the deployment. 

    To manage your Messenger configuration, you can: