Support center quick start guide

Prerequisites

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.

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 functionality
    1. Under Customize messages, enter a customized Welcome note and a Fallback message.
      • The Welcome note welcomes the customer when they visit the Support Center page.
      • The Fallback message is the message that appears to customers when their search shows no relevant results.
    2. Under Components, 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 wanted categories.
    3. (Optional) Under Display, determine the header background color, global background color, and primary color.
  6. To continue to the support center configuration, click Save Draft.
  7. To save the completed configuration, click Save New Version.

    Click the image to enlarge.

    Set up the support center

    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 snippet, click Copy to Clipboard to copy the code.

    Note: These steps require IT administrator access. Contact your IT department.

    1. Paste the HTML snippet you copied at Deploy your snippet in the header section of the site on which you want to host the support center.
    2. 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 embedded HTML snippet to display your Support Center.

      Example ID code: <div id="genesys-support-center"></div>