Series: Web chat to web messaging migration guide

Web chat to web messaging and the agent experience

Prerequisites
  • Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, or Genesys Cloud User 1 Digital Upgrade II
  • Web Deployments Configurations All permission
  • Web Deployments Deployments > All permission
  • An inbound messaging flow

Agents who answer and handle web message interactions have improved conversation tools that help them facilitate and improve the customer experience.

Before you begin

Review the following articles and then configure and deploy web messaging:

Feature impact

After you migrate from web chat to web messaging, the agent can access several tools to improve their interactions with customers.

Asynchronous experience

With web messaging, the experience aligns to other messaging channels, such as Facebook, SMS, and WhatsApp. This alignment allows agents to stop the conversation momentarily when they detect that the customer no longer participated in the conversation, or if the customer no longer needs assistance.

The agent does not completely disconnect with the customer. The customer can rejoin the conversation by sending a new message. The new message routes to the agent previously assigned to the interaction, if they are available, and the conversation resumes.

Conversation bubbles

Agents have a clearer view of the inquiries and replies that a customer sends. Web message responses appear in individual text bubbles, unlike web chat messages that appear grouped together. This enhancement makes it easier for agents to identify individual messages.

Attachments

Agents can send and receive inline image attachments. This enhancement helps facilitate and expedite the process of providing and accepting attachments to the web message.

Emojis

Agents can incorporate emojis into their web message responses, an enhancement that allows for additional communication tools when they engage in a conversation with a customer.

Steps to take

Implementation and access to web messaging improvements requires no action on the part of the agent or administrator.