Support center quick start guide

Feature coming soon


The following permissions:

  • Architect > Flow > Add
  • Architect > Flow > Edit
  • Architect > Flow > View
  • Routing > Message > Manage
  • Routing > Queue > Add, Delete, Join, and View
  • Web Deployments > Configurations > All
  • Web Deployments > Deployments > All

This article describes how to set up your support center for Genesys Cloud DX.

Step 1: Configure the support center

This section describes how to configure the support center.

  1. Click Admin.
  2. Under Message, click Messenger Configurations.
  3. Click New Configuration.
  4. Click the Support Center tab.
  5. Enable the Support center funtionality
    1. Under Customize messages, you can enter a customized Welcome note and a Fallback message.
      1. The Welcome note welcomes the customer when they visit the Support Center page.
      2. The Fallback message is the message that appears to customers when their search shows no relevant results.
    2. Under Components, you can select the knowledge base and the categories you want the support center to use.
      1. Click the Knowledge Base list and choose the knowledge base to use.
      2. Click Category browsing and select the desired categories.
    3. (Optional) Under Display, determine the header background color, global background color, and primary color.
  6. If you want to work on the configuration yet, click Save Draft.
  7. To save the completed configuration, click Save New Version.

    Click the image to enlarge.

    Step 2: Deploy the support center snippet

    This section describes how to deploy the support center.

    1. Click Admin.
    2. Under Message, click Messenger Deployments.
    3. Enter a name and description.
    4. Under Status, use the toggle to set the status of the Messenger deployment. 
    5. Under Select your Configuration, click Select Configuration to select the support center configuration to assign to this deployment.
    6. Under Select your Architect Flow, select a published inbound message flow.
    7. Click Save. The Support Center Deployments page now displays the snippet and deployment key.
    8.  Under Deploy your Support Center, click Copy to Clipboard to copy the code.

    Note: These steps require IT administrator access. Please contact your IT department.

    1. Insert a div tag in the HTML code of the site on which you want to host the Support Center. Include the ID genesys-support-center in the div tag. This ID pairs up with the deployment key to display the support center in the correct way.

      The code should look like this: <div id="genesys-support-center"></div>
    2. Paste the code into a script tag within the header section of the site on which you want to host the support center.