Genesys Messaging (CE34) for Genesys Engage cloud

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This topic is part of the manual Genesys Engage cloud Use Cases for version Current of Genesys Use Cases.
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Offer a powerful new way for customers to connect with you directly in Messages
    GenesysEngage-onpremises

Use Case Overview

Story and Business Context

In today’s digital world, telephone calls aren't always the best or desired way to communicate with businesses because they are not visual and require a synchronous live interaction. Consumers want a simple, convenient method of communication through the channel of their choice and according to their own schedule. Third-party messaging applications are a popular communication option that consumers have come to expect as a way to interact with companies. In addition to that, social media channels like Facebook Messenger is popular for customers to use to communicate and interact with companies due to their vast availability, influence, and convenience. Customers use social media to share information about products and services, and they frequently follow and review companies with whom they do business.

WhatsApp beta enable two-way conversations between consumers and businesses on familiar mobile devices and provide a feature-rich, flexible, and convenient method of answering questions, solving problems, and making purchases all through a single messaging conversation. The long-lived, asynchronous nature of the conversation means that the consumer and contact center agent can return to the conversation at any time with a full history.

This use case enables businesses to handle WhatsApp conversations in their Genesys contact center environment. Businesses must sign up with the Messaging provider, choose Genesys as their customer service platform provider, and get their use cases approved by the Messaging Provider to be part of the ecosystem.

To increase successful self-service interactions, a chatbot can be used over these messaging channels to automate the conversation with the customer, providing the ability to seamlessly transfer to a contact center agent if and when needed. See use case Genesys Chatbots (CE31) for Genesys Engage cloud for details and limitations of incorporating chatbots with Genesys Messaging offerings. When companies enable WhatsApp as supported customer service channels within their Genesys environment, benefits can include:

  • Improved first contact resolution and reduced handle time by matching every consumer with the agent best equipped to respond through skills-based routing
  • Improved NPS by carrying context across channels and matching the consumer with an appropriately skilled agent, similar to how all Genesys channels are managed
  • Reduced costs by granting agents the ability to manage multiple chat conversations simultaneously and blend messaging conversations with other media types in the same agent desktop
  • Continuity in asynchronous conversations, enabling consumers to make contact when convenient throughout the day, week, or buying or service journey
  • Workforce management and reporting integrated with the rest of the contact center
  • Improved brand perception by offering new channels that are expected to be heavily promoted by WhatsApp
  • Convenience for consumers in using familiar messaging app as opposed to having to open a separate chat window

Use Case Benefits*

Use Case Benefits Explanation
Improved First Contact Resolution Match every consumer with the agent best equipped to respond through skills-based routing while reducing handle time
Improved Net Promoter Score Carry context across channels and match the consumer with an appropriately skilled agent. Provide continuity in asynchronous conversations by enabling consumers to make contact when convenient throughout the day, week, or buying or service journey. Make it convenient for consumers by using familiar messaging apps as opposed to having to open a separate chat window.
Reduced Administration Costs Reduce costs by granting agents the ability to manage multiple chat conversations simultaneously and blend messaging conversations with other media types in the same agent desktop
*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary

A consumer can initiate a conversation with a business directly in WhatsApp (or) Facebook Messenger. They typically do so by clicking on a link or a call-to-action button to connect to WhatsApp (or) find the Facebook page of the business and send a quick message. These conversations are delivered to a company's contact center through the Genesys Messaging service. The conversation can be automated with a chatbot or human-assisted with a contact center agent. These engagements become persistent and long-lived (asynchronous), but can be handled live (synchronously) when necessary. During the conversation, the bot or agent can present rich messaging elements, such as WhatsApp Notifications to offer feature-rich capabilities that make it convenient for the consumer to resolve their issue, get their question answered, or complete a transaction.


Use Case Definition

Business Flow

Approval Flow

Business Flow Description

  • If the brand was pre-approved by WhatsApp, they can engage with us to get on-boarded to Genesys. We can help with pre-approvals, but a brand should not assume they are pre-approved, because they expressed interest with us, or purchased Genesys Messaging for WhatsApp from us.
    * The company purchases Genesys Messaging for WhatsApp (including Hosting Fees and Incidental sellable item) from Genesys, uses the on-boarding guide to get their channels set up in Genesys Hub, and begins development of the messaging use cases.
    * The company can go live with Genesys Messaging for WhatsApp. While in beta, WhatsApp may want to check out the company’s implementation before allowing them to go live.
  • No approval is needed for Facebook Messenger.

Business Flow

Messaging Flow

Business Flow Description

  1. Company invites the customer to initiate a conversation via messaging e.g via a custom Click to Action button in their app, on their website, or in an email. For Facebook Messenger, the customer finds the brand's page and sends a quick message to initiate the interaction.
  2. The customer clicks the chat message icon, and sends an initial message to begin the conversation.
  3. The Genesys system checks to see if it can recognize the customer.
  4. WhatsApp passes the phone number of the customer to help identify who initiated the conversation. Facebook passes Page Scoped ID that is unique for every customer reaching out to that page.
  5. For customers who have initiated a conversation previously, the system pulls the conversation history and presents it to the agent.
  6. The Genesys system determines whether to offer an automated chatbot to the customer or route the customer to a contact center agent.
  7. If a chatbot is offered, go to the use case Genesys Chatbots (CE31) for Genesys Engage cloud.
  8. If routed to an agent, the customer and agent begin a conversation.
  9. Depending on the conversation topic, the agent can send the customer various interaction types in addition to text, emojis and images. Pre-approved (by WhatsApp) notification templates can be sent to the customer (see below).
  10. Customer and agent interact via messaging service and after conversation is complete, agent dispositions the interaction.

For WhatsApp, the agent can also send pre-approved WhatsApp notification templates. These can be free or paid.

  • Using these interaction types can save time for the agent and reduce errors from the customer. Agents can choose these options from the standard response library so they don't have to assemble the pick lists on the fly.
  • After the conversation between the agent and the customer, the agent can classify the chat for reporting purposes via the agent desktop.

Business and Distribution Logic

Business Logic

Users should never receive unsolicited messages and must have control over the conversation.


Important:


WhatsApp:

  • A brand has 24 hours to respond to a consumer. Within that timeframe, bots and agents are allowed to send as many templated or free-form messages as they want. Any response by the consumer resets that 24-hour limit.
  • Once the 24-hour limit has expired, only paid WhatApp-approved template messages (called "paid notifications") can be sent until the consumer responds. Once the consumer responds, another 24-hour window opens for agents, bots and the consumer to communicate
  • Paid notifications: WhatsApp charges for each notification sent based on the consumer's phone number. Their rate card is published on WhatsApp's website.


Distribution Logic

  • WhatsApp passes the consumer's phone number that was used to send the message from, allowing the brand to identify the consumer.
  • Facebook sends PSID (Page Scoped ID) that is unique for each customer reaching out to that page.


Use Case Requirements

Customer Interface Requirements

Facebook Messenger supports a rich messaging interface and companies can leverage these elements when using Genesys Messaging for Facebook Messenger. All standard Message attachment types like photos and videos.

  • Agents will be able to add a tag (Human-Agent) to outgoing messages beyond the 24 hours window. This is not available for Bots.
  • Inbound contact information.

WhatsApp supports a rich messaging interface and companies can leverage these elements when using Genesys Messaging for WhatsApp. All standard Message attachment types like photos and audio attachments.

  • Notifications to send predefined, WhatsApp-approved messages to consumers even when WhatsApp's regular response interval has expired.
  • Inbound location and contact information
  • Checking whether a contact is on WhatsApp, thus allowing a workflow to offer a channel switch to WhatsApp from a less desirable channel.

Agent Desktop Requirements

  • Customer history is displayed to the agent upon interaction arrival. Agent can scroll back through previous conversations, all the way back to initial interaction.
  • Agent can send paid notifications in WhatsApp
  • Agent can send a message with Text, Emoji, and Image.
  • Agent can receive a message with Text, Emoji, Image, Video, Audio, and Location.
  • Agent can pivot to another channel and preserve the context of the interaction.

CE34desk.png

Reporting

Real-time Reporting

All existing chat reports can be used for Messaging as well. Simply filter by Media Type (facebooksession and/or whatsappsession) to report on a specific or all messaging channels.

Historical Reporting

GCXI is required for this use case. GI2 does not support this use case.


All existing chat reports can be used for Messaging as well. Simply filter by Media Type (facebooksession and/or whatsappsession) to report on a specific or all messaging channels.

Assumptions

General Assumptions

  • Facebook Messenger
    • Customer has 24 hours to respond with Bots and Agents from the timestamp of the last message from the user. beyond which, only agents are allowed to send any follow-up messages by adding a tag Human_agent.
  • Whatsapp
    • A brand can try to channel-switch a consumer by sending them an opt-in message or offering them a Call-to-Action. Interacting with these counts as an opt-in. Examples:
      • Click-to-action button on the brand's website
      • Link in email signature
      • Sending them an SMS with an offer to switch to WhatsApp
      • IVR offering to channel-switch to WhatsApp (need to check first whether the customer is on WhatsApp). Within the first 24 hours after the consumer contacted the brand, agents or bots can post to the consumer as often as they want.
      • After 24 hours, regular messages by agents or bots are rejected. Instead, the brand has to send a pre-approved notification message (also referred to as HSM, or Highly Structured Message) and the brand has to pay for the message. Paid messages are billed to Genesys, and Genesys bills the brand on a monthly message based on the rates published by WhatsApp. See WhatsApp Rate Card ( rate card) and also WhatsApp's reference for additional (guidance) regarding what kind of messages are allowed.

Customer Assumptions

Interdependencies

All required, alternate, and optional use cases are listed here, as well as any exceptions.

All of the following required: At least one of the following required: Optional Exceptions
None None

    Digital

      Self-Service and Automation

        None

        Premise Assumptions

        Cloud Assumptions

        • This use case requires the use of Workspace Web Edition 9 and Designer 9. It does not work with previous versions of WWE or Designer.
        • For reporting, GCXI is required. The use case will not work with GI2
        • Apple Business Chat is not available in Genesys Engage cloud

        Related Documentation

        Document Version

        • v 1.0.0