Configure Messenger

Feature coming soon: Co-browse, Homescreen and Knowledge Articles, Headless Support  
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. 

    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. By default Messenger is deployed with its native User Interface. You can decide to disable the native UI to build your own messaging client using
        Messenger’s Headless SDK functions.
      3. Under Messenger Homescreen, select whether you want Messenger to display the Homescreen. When this feature is turned On, you can configure the brand logo, customize predefined Messenger labels, and further enable the Knowledge App. For more information, see Messenger Homescreen and Knowledge App overview.
      4. Under Humanize your Conversation, select whether to display a Participant Name and Avatar with the messages sent to your customers. When this feature is turned On, you can optionally define a Bot Name and custom avatar. To configure agent profiles, see Add an agent alias and image.
      5. Under Add a logo, select the required image that you want to use as the brand logo. This step is optional and when enabled will display in the Homescreen and throughout the navigation of the Knowledge App.
      6. 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).
      7. 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 the 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.
      8. 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.
      9. Click Edit Labels to optionally customize predefined Messenger labels when Homescreen is enabled. Labels can be customized for each supported language in the configuration. 
    6. Select the Apps tab:
      1. Under Conversation Disconnect, select messaging behavior when the conversation is disconnected, to eventually inform your end-users. To set a conversation disconnect type, choose one of the following:
        • Do not display conversation status – Disconnect event is not sent to end-user.
        • Display conversation status – End-user is informed about the disconnect event and existing conversation can still continue.
        • Display conversation status and disconnect session – Messenger displays the disconnect event and the end-user can start a new conversation if required.
      2. Under Rich Text Formatting, select whether to allow rich text formatting. For more information, see Markdown syntax for rich text in Messenger.
      3. Under Automatically Start Conversations, select whether to allow automatic start of conversations. When this feature is turned On, conversations are initiated automatically, when the end-user expands the Messenger window. This setting works best when you configure the Inbound Message Flow feature to send automatic greetings. When this feature is turned Off, conversations are initiated only when the end-user sends the first message.
        NoteTo improve customer experience, Genesys recommends that you configure an initial welcome message using the Send Response action feature available within your Inbound Message Flow, prior to any other Call Bot action. 
      4. Under Attachments, select whether to allow image attachments from customers.
      5. Under Typing Indicators, select whether to inform the other party when a reply is being typed. 
      6. 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.
      7. 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: Predictive Engagement and Co-browse features are not available for Mobile Messenger at this time.
      8. If you want to allow only authenticated users to initiate a web messaging session with agents, under Authentication, do the following: 
        • 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.
        • Click the Authentication toggle to set it to On.
        • In Select an integration, select your OpenID Connect Messenger Configuration.If you want to allow only authenticated users to initiate a web messaging session with agents, under Authentication, do the following:
          Note: For an overview of all the steps needed to enable authenticated web message, see Get started with authenticated web messaging.
      9. Under Knowledge Articles, select whether to enable the Knowledge App. With this and Homescreen turned Onend-users will be able to search for answers to commonly asked questions and topics. Knowledge Bases published from the Knowledge Workbench v2 will appear in the dropdown list.
    7. 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: