PEC-DC/Current/Administrator/GSEWhatsApp - Revision history

WikiSysop at 19:19, July 28, 2022

2022-07-28T19:19:43Z

Julie.munn@genesys.com: Published

2021-01-07T13:50:55Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:31:28Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:44:39Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

2020-06-09T00:21:22Z

Published

New page

{{TaskSummary
|DisplayName=Set up WhatsApp
|TocName=Set up WhatsApp
|Platform=PureEngage
|ComingSoon=No
|Platform=PureEngage
|ComingSoon=No
|Role=Administrator
|Application=Agent Desktop, Agent Setup
|Context=Learn how to integrate WhatsApp into Agent Desktop.
|overviewtext=Genesys Digital Channels enables you to integrate WhatsApp into Agent Desktop. The WhatsApp messaging service enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between your agents and customers.

After you complete the steps on this page, you can treat WhatsApp communications like any other Genesys interaction. For example, you can route messages to the best-skilled agent using a {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|display text=Designer}} application. Reporting is also available through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys CX Insights}}.
|TSSection={{TSSection
|sectionheading=Configure channels in Genesys Hub
|description=Set up connections to WhatsApp in Genesys Hub.
|relatedarticles=*Contact your Genesys representative to access Genesys Hub.
*{{Link-SomewhereInThisManual|topic=GSEHub|anchor=top|display text=Integrate with Genesys Hub}}
}}{{TSSection
|sectionheading=Enable Digital Shared Services
|description=Enable service channels in Agent setup to connect to the channels you created in Genesys Hub. Later when you create a Designer application to route social media interactions, it will pull the data from these channels.
|relatedarticles=*Contact your Genesys representative to create service channels.
}}{{TSSection
|sectionheading=Configure Agent Desktop
|description=Go through the normal process to configure any necessary desktop options for the agents in your contact center, in particular for chat.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Agent Setup documentation}}
*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Chat_options|display text=Chat}}
}}{{TSSection
|sectionheading=Create a Designer application
|description=Create a Designer application to route WhatsApp interactions to the right agents. '''Note:''' You should see the service channel you created listed under '''Manage Digital Endpoint''' in Designer.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|display text=Create a Designer application}}
}}{{TSSection
|sectionheading=Related documentation
|description=See how users handle WhatsApp interactions in Agent Desktop.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADWhatsApp|display text=WhatsApp}}
}}
}}

@@ Line 1: / Line 1: @@
 {{TaskSummary
 |DisplayName=Set up WhatsApp
-|Application=Agent Desktop, Agent Setup
+|Application=Agent Workspace, Agent Setup
 |Role=Administrator
 |TocName=Set up WhatsApp
 |ComingSoon=No
-|Context=Learn how to integrate WhatsApp into Agent Desktop.
+|Context=Learn how to integrate WhatsApp into Agent Workspace.
-|overviewtext=Genesys Digital Channels enables you to integrate WhatsApp into Agent Desktop. The WhatsApp messaging service enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between your agents and customers.
+|overviewtext=Genesys Digital Channels enables you to integrate WhatsApp into Agent Workspace. The WhatsApp messaging service enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between your agents and customers.
 After you complete the steps on this page, you can treat WhatsApp communications like any other Genesys interaction. For example, you can route messages to the best-skilled agent using a {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|display text=Designer}} application. Reporting is also available through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys CX Insights}}.
@@ Line 19: / Line 19: @@
 |relatedarticles=*To create service channels, contact your Genesys representative.
 }}{{TSSection
-|sectionheading=Configure Agent Desktop
+|sectionheading=Configure Agent Workspace
 |description=Go through the normal process to configure any necessary desktop options for the agents in your contact center, in particular for chat.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Agent Setup documentation}}
@@ Line 29: / Line 29: @@
 }}{{TSSection
 |sectionheading=Related documentation
-|description=See how users handle WhatsApp interactions in Agent Desktop.
+|description=See how users handle WhatsApp interactions in Agent Workspace.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADWhatsApp|display text=WhatsApp}}
 }}
 }}

@@ Line 1: / Line 1: @@
 {{TaskSummary
 |DisplayName=Set up WhatsApp
 |TocName=Set up WhatsApp
 |ComingSoon=No
 |Context=Learn how to integrate WhatsApp into Agent Desktop.
 |overviewtext=Genesys Digital Channels enables you to integrate WhatsApp into Agent Desktop. The WhatsApp messaging service enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between your agents and customers.
@@ Line 15: / Line 12: @@
 |sectionheading=Configure channels in Genesys Hub
 |description=Set up connections to WhatsApp in Genesys Hub.
-|relatedarticles=*Contact your Genesys representative to access Genesys Hub.
+|relatedarticles=*To access Genesys Hub, contact your Genesys representative.
 *{{Link-SomewhereInThisManual|topic=GSEHub|anchor=top|display text=Integrate with Genesys Hub}}
 }}{{TSSection
 |sectionheading=Enable Digital Shared Services
-|description=Enable service channels in Agent setup to connect to the channels you created in Genesys Hub. Later when you create a Designer application to route social media interactions, it will pull the data from these channels.
+|description=Enable service channels in Agent setup to connect to the channels you created in Genesys Hub. When you create a Designer application to route social media interactions, it pulls the data from these channels.
-|relatedarticles=*Contact your Genesys representative to create service channels.
+|relatedarticles=*To create service channels, contact your Genesys representative.
 }}{{TSSection
 |sectionheading=Configure Agent Desktop
@@ Line 28: / Line 25: @@
 }}{{TSSection
 |sectionheading=Create a Designer application
-|description=Create a Designer application to route WhatsApp interactions to the right agents. '''Note:''' You should see the service channel you created listed under '''Manage Digital Endpoint''' in Designer.
+|description=Create a Designer application to route WhatsApp interactions to the right agents. '''Note:''' The service channel you created previously is listed under '''Manage Digital Endpoint''' in Designer.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|display text=Create a Designer application}}
 }}{{TSSection

PEC-DC/Current/Administrator/GSEWhatsApp - Revision history

WikiSysop at 19:19, July 28, 2022

Julie.munn@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"