Messaging platforms overview


Web messaging: Feature coming soon

Genesys Cloud’s ACD messaging allows agents to respond to interactions from various channels. Genesys Cloud currently supports Facebook Messenger, Twitter Direct Message, LINE Messaging, and WhatsApp.

After you create a messaging app using the method outlined by the third-party messaging service, link that app to Genesys Cloud by configuring the ACD messaging integration from the Platforms page. Each third-party channel requires specific configuration settings to integrate with Genesys Cloud. 

You can configure one or more ACD messaging integrations for each channel. This process allows organizations with multiple accounts on a single channel to configure ACD messaging integrations with each of those accounts within their organization.

For more information on how to configure ACD messaging integrations for your channel of choice, see About messaging platforms.