PEC-Chat/HIW

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• Administrator
• Agent
• Supervisor

Learn how chat works in Genesys Engage.

Related documentation:

• Getting started with Genesys Multicloud CX

What chat does

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

How chat works

PureEngage Cloud 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
  • SMSl

Chat setup

Agent 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.

• Enable chat
• Chat channel options
• Integrate with Genesys Hub
• Set up Facebook and Twitter
• Set up WhatsApp
• Set up SMS

Chat routing

Designer

Players: Administrators

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

• Create a chat routing application
• [[PEC-ROU/Current/Designer/ChatMessage|]]
• [[PEC-ROU/Current/Designer/ChatCustomMessage|]]
• [[PEC-ROU/Current/Designer/ChatTranscript|]]
• [[PEC-ROU/Current/Designer/GetChatTranscript|]]

Chat for agents

Agent Desktop

Players: Agents, Supervisors

Actions: Agents handle chat interactions in Agent Desktop.

• Chat
• Facebook Chat
• Twitter Chat
• WhatsApp Chat
• SMS Chat