How Chat works

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Learn how chat works in Genesys Multicloud CX.

What Chat does[edit source]

Chat incorporates chat interactions into your customers’ overall engagement history, routing them to the agents whose expertise best matches their needs.

How Chat works[edit source]

Genesys Multicloud CX supports various online chat types:

  • Internal chats enable agents to chat in real time with others in their organization
  • External chats include:
    • Webchats
    • Social media
      • Facebook
      • Twitter
      • WhatsApp
    • SMS

Chat setup

Players: Administrators

Actions: Much of the chat functionality is pre-configured. The rest you do mainly in Agent Setup and Digital Channels, where you enable and control the various chat types for agents.

Chat routing

Players: Administrators

Actions: Use Designer to create an application that can route chat interactions.

Chat for agents

Players: Agents, Supervisors

Actions: Agents handle chat interactions in Agent Workspace.


Players: Administrators, Supervisors, Agents

Actions: Supervisors and administrators can analyze current chat activity through Pulse dashboard reports and the Queue KPI report. They can use Genesys CX Insights and Genesys GVP to analyze historical events and long-term trends. Agents can analyze their own activity through reports built into Agent Workspace.

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