Difference between revisions of "UseCases/Current/GenesysCloud/CE34"

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{{SMART UseCase
 
{{SMART UseCase
−
|ID=
 
−
|Title=
 
−
|Offering=
 
 
|SMART_Benefits={{SMART Benefits
 
|SMART_Benefits={{SMART Benefits
 
|UCBenefitID=Improved First Contact Resolution
 
|UCBenefitID=Improved First Contact Resolution
−
|UCBenefit=Match every consumer with the agent best equipped to respond through skills-based routing while reducing handle time
+
|UCBenefit=Ensure each consumer is matched with the most suitable agent by utilizing various routing options, such as skills-based routing or AI-driven Genesys Cloud Predictive Routing.
 
}}{{SMART Benefits
 
}}{{SMART Benefits
−
|UCBenefitID=Improved Net Promoter Score
+
|UCBenefitID=Improved Customer Experience
−
|UCBenefit=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.
+
|UCBenefit=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 and convenient messaging solutions
 
}}{{SMART Benefits
 
}}{{SMART Benefits
 
|UCBenefitID=Reduced Administration Costs
 
|UCBenefitID=Reduced Administration Costs
−
|UCBenefit=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
+
|UCBenefit=Reduce costs by granting agents the ability to manage multiple messaging conversations simultaneously and blend messaging conversations with other media types (email, SMS and voice) in the same agent desktop.
 
}}
 
}}
−
|UCIntro=
+
|UCOverview=<span></span>In today’s digital world, telephone calls are not always the best or desired way to communicate with businesses. Telephone calls are not visual, and they require synchronous live interaction. Consumers want a simple, convenient method of communication through the channel of their choice and according to their own schedule. They want to use channels they are familiar with and that they use in their everyday lives. Third-party messaging applications are a popular communication option that consumers have come to expect as a way to interact with companies.  
−
|UCOverview=In today’s digital world, telephone calls are not always the best or desired way to communicate with businesses. Telephone calls are not visual, and they 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.<span></span>
 
  
−
Genesys messaging enables two-way conversations between consumers and businesses on familiar mobile devices. Genesys messaging provides a feature-rich, flexible, and convenient method of answering questions and solving problems all through a single messaging conversation. The long-lived, asynchronous nature of the conversation means that consumers and contact center agents can return to the conversation at any time with a full history.
+
Genesys messaging enables two-way conversations between consumers and businesses on familiar digital channels and across mobile devices. Genesys messaging provides a feature-rich, flexible, and convenient method of answering questions and solving problems all through a single messaging conversation. The long-lived, asynchronous nature of the conversation means that consumers and contact center agents can return to the conversation at any time with a full history.  
  
−
This use case enables businesses to handle messaging conversations with channels like Facebook Messenger, Twitter Direct Message, LINE, and WhatsApp in their Genesys contact center environment. Businesses must apply for approval with WhatsApp and get their use cases approved by WhatsApp to be part of the ecosystem.
+
This use case enables businesses to handle messaging conversations with channels like Genesys Cloud Web Messaging, Facebook Messenger, Instagram, X (Twitter) Direct Message, and WhatsApp in their Genesys contact center environment. Additional messaging channels can be integrated with Genesys Cloud through the Open Messaging API.  
  
−
To increase successful self-service interactions, a chatbot used over these messaging channels can automate the conversation with the customer. This feature transfers the interaction to a contact center agent seamlessly if needed (outside the scope of this use case). When companies enable supported Genesys Messaging customer service channels within their Genesys environment, benefits can include:
+
To increase successful self-service interactions, a bot used over these messaging channels can automate the conversation with the customer. A bot can transfer the interaction to a contact center agent seamlessly if needed. When companies enable supported Genesys Messaging 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 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 messaging conversations simultaneously and blend messaging conversations with other media types in the same agent desktop
+
* Improved NPS by carrying context across channels and matching the consumer with an appropriately skilled agent, similar to how all Genesys channels are managed  
−
*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
+
* Reduced costs by granting agents the ability to manage multiple messaging conversations simultaneously and blend messaging conversations with other media types in the same agent desktop  
−
*Improved brand perception by offering new channels that expect to be heavily promoted
+
 
−
*Convenience for consumers in using familiar messaging app as opposed to having to open a separate chat window
+
* Continuity in asynchronous conversations, enabling consumers to make contact when convenient throughout the day or week  
−
|UCSummary=<span>A consumer can start a conversation with a business directly in messaging platforms such as Facebook Messenger, Twitter Direct Message, LINE, and WhatsApp. They do so by receiving offers that include messaging apps, links, or account names and phone numbers in customer mobile apps, websites, and promotional materials. These conversations route to a company's contact center through the Genesys Messaging service. A chatbot can automate the conversation (outside the scope of this use case) or a contact center agent can provide human assistance. These engagements become persistent and long-lived (asynchronous), but can be handled live (synchronously) when necessary. During the conversation, the agent can present rich messaging elements. These elements include images, URL links, emojis, and stickers. This feature makes </span><span>it convenient for the consumer to resolve an issue, receive an answer to a question, or complete a transaction</span><span>(such capabilities vary by channel).</span>
+
 
−
|Description=* For WhatsApp, make sure a brand is approved and on-boarded. Please contact PureCloud Product Management or consult Genie for details. Make sure to follow on-boarding for PoC, Trial, Test, Dev and Production accounts.
+
* Workforce management and reporting integrated with the rest of the contact center  
 +
 
 +
* Improved brand perception by offering channels that end customers want to use to interact with businesses  
 +
 
 +
* More engaging experiences with file transfers, images, and rich media such as quick replies, cards, carousels and more.  
 +
 
 +
* Convenience for consumers by offering a familiar messaging solution as opposed to a separate chat window  
 +
 
 +
* Reduced cost by lowering handling time on complex issues through using co-browse functionality (available with Genesys Cloud Web Messaging)
 +
|UCSummary=A consumer can start a conversation with a business directly in messaging platforms such as Facebook Messenger, Instagram, X (Twitter) Direct Message, and WhatsApp. Additional messaging channels can be integrated with Genesys Cloud through the Open Messaging API.  To start a conversation a consumer can receive offers that include messaging apps, links, or account names and phone numbers in customer mobile apps, websites, and promotional materials. Genesys Cloud Web Messaging works similarly, with the consumer engaging the business directly through their website or mobile app where Messenger is deployed. These conversations route to a company’s contact center through the Genesys Messaging service. A bot can automate the conversation and transition to a contact center agent if needed or the conversation can route directly to a contact center agent to provide human assistance. These engagements are persistent and long-lived (asynchronous). During the conversation bots can present rich media elements to enrich the conversation and gather information and preferences. The conversation can be further enriched with images, files, URL links, emojis, and embeds such as video content. This feature makes it convenient for the consumer to resolve an issue, receive an answer to a question, or complete a transaction (such capabilities vary by channel).
 +
|Description=* For WhatsApp, make sure a brand is approved and on-boarded. Please contact Genesys Cloud CX Product Management or consult Genie for details. Make sure to follow on-boarding for PoC, Trial, Test, Dev and Production accounts.
 
* WhatsApp limitations relate to their messaging capabilities. They are not on Genesys (see table below).<br />
 
* WhatsApp limitations relate to their messaging capabilities. They are not on Genesys (see table below).<br />
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
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* Enable intelligent bots for automated interactions​
 
* Enable intelligent bots for automated interactions​
 
* Enable asynchronous conversations that are convenient for the consumer​​
 
* Enable asynchronous conversations that are convenient for the consumer​​
−
|BuyerPersonas=
 
−
|QualifyingQuestions=
 
 
|MaturityLevel=Differentiated
 
|MaturityLevel=Differentiated
 
|SellableItems=Apple Business Chat Messaging App Connector (perpetual or subscription), Workspace, CIM, CIM HA (Optional), Genesys InfoMart (Optional), Genesys InfoMart – HA (Optional)
 
|SellableItems=Apple Business Chat Messaging App Connector (perpetual or subscription), Workspace, CIM, CIM HA (Optional), Genesys InfoMart (Optional), Genesys InfoMart – HA (Optional)
−
|CloudAssumptions=
 
 
|CloudAssumptionsAdditional_Sales=* Companies may not proactively reach out to consumers through Messaging Channels; the consumer must initiate the first conversation.
 
|CloudAssumptionsAdditional_Sales=* Companies may not proactively reach out to consumers through Messaging Channels; the consumer must initiate the first conversation.
 
* Companies should check with messaging provider with regards to compliance for their industry.
 
* Companies should check with messaging provider with regards to compliance for their industry.
 
* For Facebook Messenger
 
* For Facebook Messenger
−
** Before you can configure and test ACD messaging for Facebook Messenger in PureCloud, create a Facebook app using Facebook’s developer site. To create your Facebook app, follow the instructions on Facebook’s [https://developers.facebook.com/docs/apps App Development] page.
+
** Before you can configure and test ACD messaging for Facebook Messenger in Genesys Cloud CX, create a Facebook app using Facebook’s developer site. To create your Facebook app, follow the instructions on Facebook’s [https://developers.facebook.com/docs/apps App Development] page.
 
* For Twitter Direct Message
 
* For Twitter Direct Message
−
** Before you can configure ACD messaging for Twitter Direct Message in PureCloud, create a Twitter app using Twitter’s developer site. To create a Twitter app, you must have an approved developer account. Twitter has two levels of developer accounts: Premium and Enterprise. Either one works for creating a Twitter Direct Message app. The one you choose depends on your business needs. For more information, see Twitter’s [https://developer.twitter.com/en/apply-for-access.html Apply for Access] page.
+
** Before you can configure ACD messaging for Twitter Direct Message in Genesys Cloud CX, create a Twitter app using Twitter’s developer site. To create a Twitter app, you must have an approved developer account. Twitter has two levels of developer accounts: Premium and Enterprise. Either one works for creating a Twitter Direct Message app. The one you choose depends on your business needs. For more information, see Twitter’s [https://developer.twitter.com/en/apply-for-access.html Apply for Access] page.
 
* For LINE
 
* For LINE
 
** A LINE Messaging App is required. To create a LINE Messaging app, you must have a LINE Developer account. LINE has two different types of developer accounts: Standard and Approved. The type you choose depends on your business needs. For more information about the different LINE accounts, see the [https://www.linebiz.com/ LINE for Business site].
 
** A LINE Messaging App is required. To create a LINE Messaging app, you must have a LINE Developer account. LINE has two different types of developer accounts: Standard and Approved. The type you choose depends on your business needs. For more information about the different LINE accounts, see the [https://www.linebiz.com/ LINE for Business site].
 
* For WhatsApp
 
* For WhatsApp
 
** Before using the WhatsApp Business API, customers must obtain approval from WhatsApp.
 
** Before using the WhatsApp Business API, customers must obtain approval from WhatsApp.
−
** <span>PureCloud does not currently support template messages.</span>WhatsApp allows agents to follow-up a conversation with pre-approved template messages (for example, "notifications"). If more than 24 hours elapse since the consumer last contacted the customer, these messages are required and are billed at usage rates defined by WhatsApp.<br />
+
** <span>Genesys Cloud CX does not currently support template messages.</span>WhatsApp allows agents to follow-up a conversation with pre-approved template messages (for example, "notifications"). If more than 24 hours elapse since the consumer last contacted the customer, these messages are required and are billed at usage rates defined by WhatsApp.<br />
 
|PremiseAssumptions=<em>No results</em>
 
|PremiseAssumptions=<em>No results</em>
−
|PremiseAssumptionsAdditional_Sales=
 
 
|BusinessImageFlow={{SMART BusinessImageFlow
 
|BusinessImageFlow={{SMART BusinessImageFlow
−
|BusinessFlow='''Approval Flow'''
 
−
|BusinessImage=https://www.lucidchart.com/documents/edit/1c0aee77-c26a-400e-9ac4-3bdcb082efc2/0
 
−
|BusinessFlowDescription=* WhatsApp
 
−
** If the brand was 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 customer 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.
 
−
** WhatsApp tracks a quality score which determines how many unique customers a business may contact per day (1000, 10,000, or up to 100,000). A decrease in quality score may temporarily reduce the number of customers the business may contact.
 
−
** Repeated violations of WhatsApp Terms of Service or persistent low quality scores may disqualify a business from using the WhatsApp platform.
 
−
}}{{SMART BusinessImageFlow
 
 
|BusinessFlow=Messaging Flow
 
|BusinessFlow=Messaging Flow
 
|BusinessImage=https://www.lucidchart.com/documents/edit/251ea9e5-0984-4e6b-997e-bd43f1e75e10/0
 
|BusinessImage=https://www.lucidchart.com/documents/edit/251ea9e5-0984-4e6b-997e-bd43f1e75e10/0
−
|BusinessFlowDescription=# 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 or promotional materials.
+
|BusinessFlowDescription=# 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, osr in an email or promotional materials.  
−
# The customer clicks the chat message icon, and sends an initial message to begin the conversation.
+
# The customer clicks the message icon and sends an initial message to begin the conversation.  
−
# The Genesys system checks to see if it can recognize the customer.
+
# The Genesys system checks to see if it is a new or returning customer<span data-ccp-props="{&quot;335557856&quot;:16711422,&quot;335559739&quot;:0}"> </span>
−
# For brand new interactions,Facebook, Twitter, and LINE pass platform-specific unique IDs; the end customer must volunteer additional information for identity matching. WhatsApp passes the phone number of the customer to help identify who initiated the conversation.
+
# (a)For customers who have initiated a conversation previously, the system pulls the   conversation history and presents it to the agent.  
−
# For customers who have initiated a conversation previously, the system pulls the conversation history and presents it to the agent.
+
 
−
# The Genesys system determines if the message is part of an ongoing conversation by checking if a message from the same user was received within the last 72 hours.
+
        (b) For brand new interactions, Genesys Web Messaging, Facebook, Instagram and X (Twitter), and WhatsApp pass platform-specific unique IDs
−
# If the message is part of an ongoing conversation, it is routed to the last agent if they are available.
+
 
−
# If the message is not part of an ongoing conversation, it may be routed to a Bot (out of scope for CE34), or
+
# The Genesys system determines if the message is part of an ongoing conversation by checking if a message from the same user was received within a configured threading timeline window. Ongoing conversations will be routed to the last agent who handled the conversation, if available.
−
# If the message is not part of an ongoing conversation, the message may be processed by a PureCloud Architect Flow and assigned required skills based on keywords.
+
# If the message is not part of an ongoing conversation, conversation may be routed to a Bot, and/or
−
# The message is transferred by skills-based ACD to an Agent queue.
+
# When the last agent is not available and for new conversations, The message is processed by a Genesys Cloud CX Architect Flow.<span data-ccp-props="{&quot;335557856&quot;:16711422,&quot;335559739&quot;:0}"> </span>
−
# When routed to an agent, the customer and agent begin a conversation. Depending on the conversation topic, the agent can send the customer messages including text, emojis, stickers, URLs, and images.
+
# The message is transferred by skills-based ACD to an Agent queue.<span data-ccp-props="{&quot;335557856&quot;:16711422,&quot;335559739&quot;:0}"> </span>
−
# Customer and agent interact via messaging service and after conversation is complete, agent dispositions the interaction.
+
# When routed to an agent, the customer and agent begin or continue a conversation. Depending on the conversation topic, the agent can send the customer messages including text, emojis, stickers, URLs, images and files.<span data-ccp-props="{&quot;335557856&quot;:16711422,&quot;335559739&quot;:0}"> </span>
 +
# Customer and agent interact via messaging service<span data-ccp-props="{&quot;335557856&quot;:16711422,&quot;335559739&quot;:0}"> </span>
 +
# After conversation is complete, the agent dispositions the interaction.
 +
 
 +
<br />
 
}}
 
}}
−
|BusinessLogic=Users should never receive unsolicited messages and must have control over the conversation.
+
|BusinessLogic=End users can receive brand-initiated messages if they have opted in
 +
 
 +
* '''Genesys Cloud Web Messaging'''
 +
** Conversations will be threaded until a maximum period of 72 hours of inactivity is reached. If an agent wraps up an interaction and there is no further activity within the 72-hour period, the conversation session will be terminated and the consumer will see a brand-new session when they revisit the Messenger. This 72-hour threading window can be configured to be less than 72 hours if desired, however the customer’s view of the conversation in Messenger will always be based on the 72 hours of inactivity.
 +
 
 +
 
 +
 
 +
* '''Open Messaging APIs'''
 +
** Open Messaging is a lightweight integration that enables communication with third-party systems and external messaging services, greatly expanding the amount of asynchronous channels you can cover beyond those natively supported by Genesys. Through using Open Messaging, you can harness Genesys Cloud’s asynchronous ACD capabilities to route incoming messages to the appropriate queues and agents. Asynchronous messaging keeps conversations active, allowing customers to continue at their own pace. Furthermore, you can utilize Inbound Message flows in Architect to direct inbound messages to integrations, bots, and queues based on the content of the message.
 +
 
 +
<br />
 +
|DistributionLogic=With each conversation:
 +
 
 +
* For new interactions:
 +
** Genesys Cloud Web Messaging, Facebook, X (Twitter), Instagram and WhatsApp pass platform-specific unique IDs.
 +
** For customers who previously initiated a conversation, the system pulls the conversation history and presents it to the agent.
 +
 
 +
<br />
 +
|AgentDeskRequirements=* History of the threaded conversation is displayed to the agent upon interaction arrival. Agent can scroll back through previous messages on the threaded conversation.
 +
 
 +
* If enabled the agent can view the end customers journey and interaction history via the journey panel in the UI.  This provides the agent with valuable context about the journey the customer has taken and the historical interactions and channel preferences.  
 +
 
 +
* Agent can send rich message elements, such as files, images, emojis or URL links depending on the platform.
 +
 
 +
* Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital or the Genesys Cloud Digital Upgrade for CX 1 is required for Genesys Cloud Web Messaging, Open Messaging, and third-party messaging channels.
 +
 
 +
<br />
 +
|RealTimeReporting=Use Genesys Cloud Performance views and dashboards for real-time reporting on Message interactions. Filter by Media Type to view Message analytics reporting on messaging channels.  Further filter on message type to see reporting for specific messaging channels. 
 +
 
 +
The [https://help.mypurecloud.com/articles/interactions-view Interactions view] displays current and historical metrics and data about Message interactions for the conversation duration of the message interactions, the queue the message interaction was routed to, the agent that handled the message interaction, the skills required for handling the message interaction, a consult transfer, the total handle time, and the wrap-up code, for a time period. The data in this view and the [https://help.mypurecloud.com/articles/view-interactions-details View an interaction’s details view] can assist you in improving first contact resolution and reducing handle time.
 +
 
 +
The [https://help.mypurecloud.com/articles/new-agents-performance-summary-view Agents Performance Summary view] displays current and historical metrics and data about agent Message interactions for the number of messages handled, the average number of seconds an agent spent interacting on message interactions, the total amount of time an agent spent handling message interactions, the percent of message interactions transferred, for a period. The data in this view and the [https://help.mypurecloud.com/articles/new-agents-performance-detail-view Agents Performance Detail view] assists you in forecasting Message interactions and scheduling agents.
 +
 
 +
The [https://help.mypurecloud.com/articles/queues-performance-summary-view Queues Performance Summary view] and the [https://help.mypurecloud.com/articles/queue-performance-detail-view Queues Performance Detail view] display current and past metrics and data for queues that receive Message interactions. A queue configured to receive Message interactions displays the total number of message interactions routed to a queue, the average time a message interaction waited in a queue, the number of message interactions transferred by an agent, and the total time and average time agents spent handling message interactions in the queue, for a time period. The metrics in these views can assist you in balancing and managing agent workload for messaging channels.
 +
 
 +
View real-time reporting on Message interactions that are in progress and waiting in the [https://help.mypurecloud.com/articles/my-queues-activity-view My Queues Activity view]. The data in this view can help you improve workforce management for messaging.
 +
 
 +
<br />
 +
|HistoricalReporting=To report on messaging channels in Genesys Cloud Reports, for the Media Type parameter, select Message. Further filter on message type to see reporting for specific messaging channels. The following is an example of running a report for Message interactions.
 +
 
 +
Run the [https://help.mypurecloud.com/articles/interaction-details-report Interaction Details report] for one or more agents during a specific date and time range. The report includes the Message interactions associated with agents, the queue wait time, the duration of the message interaction, and the wrap-up code. In addition to the interaction details, this report assists you in understanding the amount of time agents are spending on Message interactions.
 +
|DocVersion=2.0.2
 +
|GeneralAssumptions='''Web Messaging'''
 +
* Customers create a Web Messenger configuration and deployment, then add the deployment snippet to their web pages where their consumers can interact with the business.
 +
 
 +
'''Mobile Messaging'''
 +
 
 +
* Customers can embed Genesys Mobile Messenger SDK into their native mobile apps to show a Messenger UI capable of asynchronous messaging where consumers can interact with the business, similar to the Web Messenger.
 +
 
 +
'''Facebook Messenger'''
 +
 
 +
* Customers create a Facebook Messenger Integration in Genesys Cloud to connecting their Facebook page enabled with Facebook Messenger to Genesys Cloud and enable receiving and sending of direct messages within Genesys Cloud.
 +
 
 +
'''Instagram'''
 +
 
 +
* Customers create an Instagram Integration in Genesys Cloud to connecting their Instagram Account to Genesys Cloud and enable receiving and sending of direct messages within Genesys Cloud.
 +
 
 +
'''X (Twitter) Direct Message'''
 +
 
 +
* Customers create an X Integration in Genesys Cloud to connect their X handle to Genesys Cloud and enable receiving and sending direct messages within Genesys Cloud.  
 +
 
 +
* Businesses deploy an approved X (Twitter) Direct Message app.
 +
 
 +
* Customers agree to the X/[https://help.twitter.com/en/rules-and-policies/twitter-rules Twitter Rules] and [https://help.twitter.com/en/rules-and-policies/platform-manipulation Spam Policy] as defined by X (Twitter).
 +
 
 +
'''WhatsApp'''
 +
 
 +
* Customers provision and own the voice or SMS number to be used for their business WhatsApp account.  Customers will maintain ownership of the voice or SMS number while their WhatsApp account using that number is active.
 +
 
 +
* Customers create a WhatsApp Integration in Genesys Cloud to connect their WhatsApp number to Genesys Cloud and enable receiving and sending of direct messages within Genesys Cloud.
 +
 
 +
'''Open Messaging'''
 +
 
 +
* Customers create an Open Messaging Integration in Genesys Cloud using a Outbound Notification Webhook to connect to a custom asynchronous messaging channel to Genesys Cloud.  This will enable receiving and sending of messages with Genesys Cloud.  
 +
 
 +
'''Other Assumptions'''
 +
 
 +
End customers must have a supported application version installed as a mobile or desktop application, where applicable, or be logged into the Messaging channel provider’s website with a supported web browser.
 +
 
 +
* Text, Files, Images, Emojis, URL links, and Rich Media are supported (support by channel varies)
 +
 
 +
* Mobile applications
 +
 
 +
* Facebook Messenger, X (Twitter), Instagram, and WhatsApp mobile clients are compatible with Genesys Messaging for Genesys Cloud CX, where required platform messaging apps have been approved, configured, and deployed according to the provider’s guidelines.
 +
 
 +
* Website applications
 +
 
 +
* Facebook Messenger, Instagram, X (Twitter), and WhatsApp web clients are compatible with Genesys Messaging for Genesys Cloud CX, where required platform messaging apps have been approved, configured, and deployed according to the provider’s guidelines.
 +
 
 +
<br />
 +
|CustomerAssumptions=Customers will adhere to all Terms and Conditions of the Social Messaging platforms they choose to configure with Genesys Cloud.
 +
 
 +
'''Facebook Messenger'''
 +
 
 +
* Customers must setup up their own business Facebook page with messenger setup to integrate with Genesys Cloud.  
 +
 
 +
'''Instagram'''
 +
 
 +
* Customers must bring their own Instagram Account for integration.
 +
 
 +
'''X (Twitter)'''
 +
 
 +
* Customers must signup for their own business handle with X to integrate with Genesys Cloud.
 +
 
 +
'''WhatsApp'''
 +
 
 +
* Customers are responsible for setting up their companies Meta Business Manager Account and verifying their business with Meta.
 +
 
 +
* Customers are responsible for procuring a voice/SMS number to be used by their business for WhatsApp.  Customers are responsible for maintaining ownership of the voice/SMS number while their WhatsApp account is active.  
  
 +
'''Open Messaging'''
  
−
Important:
+
* Customers are responsible for building any middleware solutions needed between Genesys Cloud Open Messaging and the integrated messaging application.  
−
* Facebook Messenger
 
−
** Businesses using the Facebook Messenger platform have up to 24 hours to respond to a message sent by a person in Messenger when using standard messaging. A bot may also send '''one''' additional message after the 24-hour time limit has expired. The 24-hour limit is refreshed each time a person responds to a business through one of the eligible actions listed in Messenger Conversation Entry Points. This is commonly referred to as the '24 + 1 policy'.
 
−
** Customers must agree to and comply with the Facebook Messenger [https://developers.facebook.com/docs/messenger-platform/policy/policy-overview/ Platform Policy Overview].
 
−
* Twitter Direct Message
 
−
** You may not use Twitter for sending bulk, aggressive, high-volume unsolicited replies or Direct Messages; repeatedly sending identical Direct Messages; and repeatedly ending Direct Messages consisting of links shared without commentary, so that this comprises the bulk of your Direct Message activity.
 
−
** Customers agree to comply with [https://help.twitter.com/en/rules-and-policies/twitter-rules Twitter Rules] and [https://help.twitter.com/en/rules-and-policies/platform-manipulation Spam / Platform Manipulation] Policies.
 
−
* LINE
 
−
** LINE prohibits activities such as sending messages indiscriminately to numerous Users or any other activities deemed to be spamming; activities that use the Service for sales, marketing, advertisement, soliciting or other commercial purposes (except for those approved by LINE); and activities that are related to religious activities or invitations to certain religious groups.
 
−
** Customers agree to comply with the LINE [http://terms.line.me/line terms/ Terms and Conditions of Use].
 
−
* WhatsApp (beta)
 
−
** 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.
 
−
** Template Message support is a near-term roadmap feature for PureCloud. 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.
 
−
|DistributionImageFlow=
 
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|DistributionLogic=With each conversation
 
−
* For new interactions:
 
−
** <span>Facebook, Twitter, and LINE pass platform-specific unique IDs. The end customer must volunteer additional information for identity matching.</span>
 
−
** WhatsApp passes the phone number of the customer to help identify who initiated the conversation.
 
−
* For customers who previously initiated a conversation, the system pulls the conversation history and presents it to the agent.
 
−
|CustomerInterfaceRequirements=End customers must have a supported application version installed as a mobile or desktop application, where applicable, or be logged into the Messaging channel provider's website with a supported web browser.
 
−
* Text, Images, Emojis, URL links, and Stickers are supported (support by channel varies)
 
−
* Mobile applications
 
−
** Facebook Messenger, Twitter, LINE, and WhatsApp mobile clients are compatible with Genesys Messaging for PureCloud, where required platform messaging apps have been approved, configured, and deployed according to the provider's guidelines.
 
−
* Website applications
 
−
** Facebook Messenger, Twitter, and WhatsApp web clients<span>are compatible with Genesys Messaging for PureCloud, where required platform messaging apps have been approved, configured, and deployed according to the provider's guidelines.</span>
 
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* Desktop applications
 
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** The LINE desktop client is<span>compatible with Genesys Messaging for PureCloud, where required platform messaging apps have been approved, configured, and deployed according to the provider's guidelines.</span>
 
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|AgentDeskRequirements=* Customer history is displayed to the agent upon interaction arrival. Agent can scroll back through previous messages, all the way back to initial interaction.
 
−
* Agent can send rich message elements, such as images, emojis, stickers, or URL links depending on the platform.
 
−
* PureCloud 3 licensing is required.
 
−
|RealTimeReporting=All existing messaging real-time analytics can be used for any Messaging channel. Simply filter by Media Type to report on a specific or all messaging channels.
 
−
|HistoricalReporting=All existing messaging reports can be used for any Messaging channel. Simply filter by Media Type to report on a specific or all messaging channels.
 
−
|GeneralAssumptions='''Facebook Messenger'''
 
−
* Customers deploy an approved Facebook Messenger app.<br />
 
−
* Businesses sending messages have up to 24 hours to respond to a message sent by a person in Messenger when using standard messaging. A bot may also send one additional message after the 24-hour time limit has expired. The 24-hour limit is refreshed each time a person responds. This is commonly referred to as the '24 + 1 policy'.
 
  
−
'''Twitter Direct Message'''
+
'''Web & Mobile Messenger'''  
−
* Businesses deploy an approved Twitter Direct Message app.
 
−
* Customers agree to the [https://help.twitter.com/en/rules-and-policies/twitter-rules Twitter Rules] and [https://help.twitter.com/en/rules-and-policies/platform-manipulation Spam Policy] as defined by Twitter.
 
  
−
'''LINE'''
+
* Customers are responsible for deploying either JavaScript snippet to their website, or add Mobile SDK to their mobile app, in order to run both Web and Mobile Messenger.  
−
* Customers deploy an approved LINE app.
 
−
* Customers agree to the LINE [https://terms.line.me/line terms/ Terms and Conditions of Use].
 
  
−
'''Whatsapp'''A brand can try to channel-switch a consumer by sending them an opt-in message or offering them a Call-to-Action. These interactions count as an opt-in. Examples:
+
<br />
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* Click-to-action button on the brand's website
 
−
* Link in email signature
 
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* 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 24 hours after the consumer contacted the brand on WhatsApp, agents or bots can post to the consumer as often as they want.
 
−
* PureCloud plans to support template messages as a near-term roadmap feature. After 24 hours, regular messages by agents or bots are rejected. Instead, the brand has to send a pre-approved notification message (called Template Messages) 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 ([https://developers.facebook.com/docs/whatsapp/pricing rate card]) and also WhatsApp's reference for additional ([https://www.whatsapp.com/legal/commerce-policy/ guidance]) regarding what kind of messages are allowed.
 
−
|CustomerAssumptions='''WhatsApp'''
 
−
* Until template messages (outbound notifications) are supported, customers acknowledge that they will respond to all inbound messages within 24 hours via an Agent, Messaging Flow auto-response, or a chatbot. Customers acknowledge that inbound messages queued for more than 24 hours without a response cannot be responded to.
 
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|Optional=
 
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|Exceptions=
 
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|SMART_PremiseAssumptions=
 
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|PremiseAssumptionsAdditional=
 
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|SMART_CloudAssumptions=
 
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|CloudAssumptionsAdditional=
 
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|SMART_HybridAssumptions=
 
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|Requires=
 
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|Video=402727717
 
|Video=402727717
 
|RelatedDocs={{TSSection}}
 
|RelatedDocs={{TSSection}}
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|DocVersion=v 1.0.0
 
 
}}
 
}}

Latest revision as of 18:35, December 13, 2024

This topic is part of the manual Genesys Cloud CX Use Cases for version Current of Genesys Use Cases.
Offer a powerful new way for customers to connect with you directly in Messages

What's the challenge?

To engage customers on their devices, enable seamless experiences, build brands and reduce service and support costs using mobile messaging channels. Pain points include increased customer frustration due to failure of carrying context across channels and rising costs due to increased calls to agents.

What's the solution?

Using Genesys Messaging to support continuous, personalized conversations with integrated agent assistance and persistent history of contact, bringing new levels of scalability, consistency, and responsiveness to messaging interaction strategies

Other offerings:
  • Genesys Engage on-premises

    • Use Case Overview

    Story and Business Context

    In today’s digital world, telephone calls are not always the best or desired way to communicate with businesses. Telephone calls are not visual, and they require synchronous live interaction. Consumers want a simple, convenient method of communication through the channel of their choice and according to their own schedule. They want to use channels they are familiar with and that they use in their everyday lives. Third-party messaging applications are a popular communication option that consumers have come to expect as a way to interact with companies.

    Genesys messaging enables two-way conversations between consumers and businesses on familiar digital channels and across mobile devices. Genesys messaging provides a feature-rich, flexible, and convenient method of answering questions and solving problems all through a single messaging conversation. The long-lived, asynchronous nature of the conversation means that consumers and contact center agents can return to the conversation at any time with a full history.

    This use case enables businesses to handle messaging conversations with channels like Genesys Cloud Web Messaging, Facebook Messenger, Instagram, X (Twitter) Direct Message, and WhatsApp in their Genesys contact center environment. Additional messaging channels can be integrated with Genesys Cloud through the Open Messaging API.  

    To increase successful self-service interactions, a bot used over these messaging channels can automate the conversation with the customer. A bot can transfer the interaction to a contact center agent seamlessly if needed. When companies enable supported Genesys Messaging 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 messaging 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 or week
    • Workforce management and reporting integrated with the rest of the contact center
    • Improved brand perception by offering channels that end customers want to use to interact with businesses  
    • More engaging experiences with file transfers, images, and rich media such as quick replies, cards, carousels and more.  
    • Convenience for consumers by offering a familiar messaging solution as opposed to a separate chat window
    • Reduced cost by lowering handling time on complex issues through using co-browse functionality (available with Genesys Cloud Web Messaging)

    Use Case Benefits*

    The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry, lines of business or Genesys product line:

    Use Case Benefits Explanation
    Improved Customer Experience 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 and convenient messaging solutions
    Improved First Contact Resolution Ensure each consumer is matched with the most suitable agent by utilizing various routing options, such as skills-based routing or AI-driven Genesys Cloud Predictive Routing.
    Reduced Administration Costs Reduce costs by granting agents the ability to manage multiple messaging conversations simultaneously and blend messaging conversations with other media types (email, SMS and voice) in the same agent desktop.
    *You can sort all use cases according to their stated benefits here: Sort by benefits

    Summary

    A consumer can start a conversation with a business directly in messaging platforms such as Facebook Messenger, Instagram, X (Twitter) Direct Message, and WhatsApp. Additional messaging channels can be integrated with Genesys Cloud through the Open Messaging API. To start a conversation a consumer can receive offers that include messaging apps, links, or account names and phone numbers in customer mobile apps, websites, and promotional materials. Genesys Cloud Web Messaging works similarly, with the consumer engaging the business directly through their website or mobile app where Messenger is deployed. These conversations route to a company’s contact center through the Genesys Messaging service. A bot can automate the conversation and transition to a contact center agent if needed or the conversation can route directly to a contact center agent to provide human assistance. These engagements are persistent and long-lived (asynchronous). During the conversation bots can present rich media elements to enrich the conversation and gather information and preferences. The conversation can be further enriched with images, files, URL links, emojis, and embeds such as video content. This feature makes it convenient for the consumer to resolve an issue, receive an answer to a question, or complete a transaction (such capabilities vary by channel).


    Use Case Definition

    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, osr in an email or promotional materials.
    2. The customer clicks the message icon and sends an initial message to begin the conversation.
    3. The Genesys system checks to see if it is a new or returning customer 
    4. (a)For customers who have initiated a conversation previously, the system pulls the   conversation history and presents it to the agent.

            (b) For brand new interactions, Genesys Web Messaging, Facebook, Instagram and X (Twitter), and WhatsApp pass platform-specific unique IDs

    1. The Genesys system determines if the message is part of an ongoing conversation by checking if a message from the same user was received within a configured threading timeline window. Ongoing conversations will be routed to the last agent who handled the conversation, if available.
    2. If the message is not part of an ongoing conversation, conversation may be routed to a Bot, and/or
    3. When the last agent is not available and for new conversations, The message is processed by a Genesys Cloud CX Architect Flow. 
    4. The message is transferred by skills-based ACD to an Agent queue. 
    5. When routed to an agent, the customer and agent begin or continue a conversation. Depending on the conversation topic, the agent can send the customer messages including text, emojis, stickers, URLs, images and files. 
    6. Customer and agent interact via messaging service 
    7. After conversation is complete, the agent dispositions the interaction.


    Business and Distribution Logic

    Business Logic

    End users can receive brand-initiated messages if they have opted in

    • Genesys Cloud Web Messaging
      • Conversations will be threaded until a maximum period of 72 hours of inactivity is reached. If an agent wraps up an interaction and there is no further activity within the 72-hour period, the conversation session will be terminated and the consumer will see a brand-new session when they revisit the Messenger. This 72-hour threading window can be configured to be less than 72 hours if desired, however the customer’s view of the conversation in Messenger will always be based on the 72 hours of inactivity.


    • Open Messaging APIs
      • Open Messaging is a lightweight integration that enables communication with third-party systems and external messaging services, greatly expanding the amount of asynchronous channels you can cover beyond those natively supported by Genesys. Through using Open Messaging, you can harness Genesys Cloud’s asynchronous ACD capabilities to route incoming messages to the appropriate queues and agents. Asynchronous messaging keeps conversations active, allowing customers to continue at their own pace. Furthermore, you can utilize Inbound Message flows in Architect to direct inbound messages to integrations, bots, and queues based on the content of the message.


    Distribution Logic

    With each conversation:

    • For new interactions:
      • Genesys Cloud Web Messaging, Facebook, X (Twitter), Instagram and WhatsApp pass platform-specific unique IDs.
      • For customers who previously initiated a conversation, the system pulls the conversation history and presents it to the agent.


    User Interface & Reporting


    Agent UI

    • History of the threaded conversation is displayed to the agent upon interaction arrival. Agent can scroll back through previous messages on the threaded conversation.
    • If enabled the agent can view the end customers journey and interaction history via the journey panel in the UI.  This provides the agent with valuable context about the journey the customer has taken and the historical interactions and channel preferences.  
    • Agent can send rich message elements, such as files, images, emojis or URL links depending on the platform.
    • Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital or the Genesys Cloud Digital Upgrade for CX 1 is required for Genesys Cloud Web Messaging, Open Messaging, and third-party messaging channels.


    Reporting

    Real-time Reporting

    Use Genesys Cloud Performance views and dashboards for real-time reporting on Message interactions. Filter by Media Type to view Message analytics reporting on messaging channels.  Further filter on message type to see reporting for specific messaging channels.

    The Interactions view displays current and historical metrics and data about Message interactions for the conversation duration of the message interactions, the queue the message interaction was routed to, the agent that handled the message interaction, the skills required for handling the message interaction, a consult transfer, the total handle time, and the wrap-up code, for a time period. The data in this view and the View an interaction’s details view can assist you in improving first contact resolution and reducing handle time.

    The Agents Performance Summary view displays current and historical metrics and data about agent Message interactions for the number of messages handled, the average number of seconds an agent spent interacting on message interactions, the total amount of time an agent spent handling message interactions, the percent of message interactions transferred, for a period. The data in this view and the Agents Performance Detail view assists you in forecasting Message interactions and scheduling agents.

    The Queues Performance Summary view and the Queues Performance Detail view display current and past metrics and data for queues that receive Message interactions. A queue configured to receive Message interactions displays the total number of message interactions routed to a queue, the average time a message interaction waited in a queue, the number of message interactions transferred by an agent, and the total time and average time agents spent handling message interactions in the queue, for a time period. The metrics in these views can assist you in balancing and managing agent workload for messaging channels.

    View real-time reporting on Message interactions that are in progress and waiting in the My Queues Activity view. The data in this view can help you improve workforce management for messaging.


    Historical Reporting

    To report on messaging channels in Genesys Cloud Reports, for the Media Type parameter, select Message. Further filter on message type to see reporting for specific messaging channels. The following is an example of running a report for Message interactions.

    Run the Interaction Details report for one or more agents during a specific date and time range. The report includes the Message interactions associated with agents, the queue wait time, the duration of the message interaction, and the wrap-up code. In addition to the interaction details, this report assists you in understanding the amount of time agents are spending on Message interactions.

    Customer-facing Considerations

    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 None None


    General Assumptions

    Web Messaging

    • Customers create a Web Messenger configuration and deployment, then add the deployment snippet to their web pages where their consumers can interact with the business.

    Mobile Messaging

    • Customers can embed Genesys Mobile Messenger SDK into their native mobile apps to show a Messenger UI capable of asynchronous messaging where consumers can interact with the business, similar to the Web Messenger.

    Facebook Messenger

    • Customers create a Facebook Messenger Integration in Genesys Cloud to connecting their Facebook page enabled with Facebook Messenger to Genesys Cloud and enable receiving and sending of direct messages within Genesys Cloud.

    Instagram

    • Customers create an Instagram Integration in Genesys Cloud to connecting their Instagram Account to Genesys Cloud and enable receiving and sending of direct messages within Genesys Cloud.

    X (Twitter) Direct Message

    • Customers create an X Integration in Genesys Cloud to connect their X handle to Genesys Cloud and enable receiving and sending direct messages within Genesys Cloud.  
    • Businesses deploy an approved X (Twitter) Direct Message app.

    WhatsApp

    • Customers provision and own the voice or SMS number to be used for their business WhatsApp account.  Customers will maintain ownership of the voice or SMS number while their WhatsApp account using that number is active.
    • Customers create a WhatsApp Integration in Genesys Cloud to connect their WhatsApp number to Genesys Cloud and enable receiving and sending of direct messages within Genesys Cloud.

    Open Messaging

    • Customers create an Open Messaging Integration in Genesys Cloud using a Outbound Notification Webhook to connect to a custom asynchronous messaging channel to Genesys Cloud.  This will enable receiving and sending of messages with Genesys Cloud.  

    Other Assumptions

    End customers must have a supported application version installed as a mobile or desktop application, where applicable, or be logged into the Messaging channel provider’s website with a supported web browser.

    • Text, Files, Images, Emojis, URL links, and Rich Media are supported (support by channel varies)
    • Mobile applications
    • Facebook Messenger, X (Twitter), Instagram, and WhatsApp mobile clients are compatible with Genesys Messaging for Genesys Cloud CX, where required platform messaging apps have been approved, configured, and deployed according to the provider’s guidelines.
    • Website applications
    • Facebook Messenger, Instagram, X (Twitter), and WhatsApp web clients are compatible with Genesys Messaging for Genesys Cloud CX, where required platform messaging apps have been approved, configured, and deployed according to the provider’s guidelines.


    Customer Responsibilities

    Customers will adhere to all Terms and Conditions of the Social Messaging platforms they choose to configure with Genesys Cloud.

    Facebook Messenger

    • Customers must setup up their own business Facebook page with messenger setup to integrate with Genesys Cloud.  

    Instagram

    • Customers must bring their own Instagram Account for integration.

    X (Twitter)

    • Customers must signup for their own business handle with X to integrate with Genesys Cloud.

    WhatsApp

    • Customers are responsible for setting up their companies Meta Business Manager Account and verifying their business with Meta.
    • Customers are responsible for procuring a voice/SMS number to be used by their business for WhatsApp.  Customers are responsible for maintaining ownership of the voice/SMS number while their WhatsApp account is active.

    Open Messaging

    • Customers are responsible for building any middleware solutions needed between Genesys Cloud Open Messaging and the integrated messaging application.

    Web & Mobile Messenger

    • Customers are responsible for deploying either JavaScript snippet to their website, or add Mobile SDK to their mobile app, in order to run both Web and Mobile Messenger.



    Related Documentation

    Document Version

    • Version 2.0.2 last updated December 13, 2024

    Retrieved from "https://all.docs.genesys.com/UseCases/Current/GenesysCloud/CE34 (2025-06-18 21:09:54)"
    Comments or questions about this documentation? Contact us for support!