How Digital Channels works
Digital Channels powers your customer interactions across channels such as chat, SMS, messaging and social media.
What Digital Channels does[edit source]
Digital Channels power your customer interactions across channels such as chat, email, SMS, messaging and social media. They provide a platform that enables you to grow sales, create more targeted marketing campaigns, and deliver exceptional customer service. The Digital Channels service processes, manages and archives customer and agent interactions across media.
Enabling Digital Channels in your contact center opens up Agent Desktop to chats from Facebook, Twitter, WhatsApp and SMS.
How Digital Channels works[edit source]
Chats from Facebook, Twitter, WhatsApp and SMS are treated just like regular Genesys interactions. When customers communicate with your company on one of these channels, Genesys matches them against customers already in the contact database. If there's a match, the agent handling the interaction has access to all previous interactions with the contact. Until the interaction is marked Done, agents can also return to the chat conversation at any time in the future — for example, they might need to take time to find additional information for the contact or initiate a business process in your company.