Work with message interactions

Feature coming soon: Instagram Direct Messaging

Prerequisites
  • Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud Digital Upgrade

The following permission for web messaging:

  • Conversation > Webmessaging > Create

The following permission for other messaging channels

  • Conversation > Message > Create

    Genesys Cloud messaging enables you to respond to customer interactions from various asynchronous messaging channels, including third-party messaging platforms, inbound SMS, Genesys Cloud web messaging, and open messaging. Messaging interactions look, feel, and operate like other Genesys Cloud ACD interaction types.

    Message interactions allow contacts to have a text conversation with you. You and your contacts can see the text that each other enters. Asynchronous messaging means that contacts can return and resume a conversation without a break in the communication.

     For more information, see About messaging. Genesys provides a unified agent experience for message interactions across all messaging channels. Message channel icons in the notification panel and top interactions bar allow you to identify the messaging channel you are working with.

    Depending on organization and queue settings, you can receive multiple message interactions at the same time or message interactions while you handle other interactions. For more information about handling multiple types of interactions at the same time, see Manage multiple interactions.

    Third-party message interaction considerations

    Third-party messaging includes Facebook Messenger, Twitter Direct Message, LINE Messaging, and WhatsApp integrations. Some third party messaging platforms enforce their own policies that you must know about. 

    Platform Consideration
    Twitter Direct Message
    • For each inbound message from a contact, you can send up to five replies to that contact.
    Facebook Messenger
    • When you receive a message through the Genesys Cloud for Facebook Messenger integration, you must respond to messages from Facebook Messenger within seven days. 
    • After seven days, any messages you attempt to send in response result in an error and are not delivered.
    WhatsApp
    • Reply to an inbound message from WhatsApp within 24 hours.
    • After 24 hours, you must use a template message to respond to the interaction.
    Instagram Direct
    • Images and other media expire after 24 hours for story mentions.
    • If an Instagram user has no display name, Genesys Cloud displays the user’s page-scoped ID number.
    • Instagram only delivers story mentions from a private Instagram account if your account follows the private account.
    • Because Instagram does not send images in user-shared stories, those images do not appear in message interactions.
    • Instagram delivers video content as a single image.

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