Work with message interactions
- Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital license
- Web messaging: Conversation > Webmessaging > View permission
- Other messaging channels: Conversation > Message > Create or View permission
Genesys Cloud messaging enables you to respond to customer interactions from various asynchronous messaging channels, including Genesys Cloud web messaging, third-party messaging platforms, inbound SMS, and open messaging. Messaging interactions look, feel, and operate like other Genesys Cloud ACD interaction types. With co-browse for web messaging, you can view your contact’s browser tab and more easily assist them.
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.
|Twitter Direct Message||