ATC/Current/AdminGuide/About web messaging

Feature coming soon!Genesys Cloud customers can learn how to use web messaging with Genesys Predictive Engagement.

Prerequisites

• Configure the following permissions in Genesys Cloud:
  • Webdeployments > Configuration > All
  • Webdeployments > Deployment > All

Web messaging overview

Web messaging provides customers with an enhanced experience when they visit your website. Unlike web chat, which provides instant; standalone; and real-time chat conversations, web messaging allows a customer to start a more persistent conversation on your website. Customers can converse with an agent or a bot and return later to pick up the conversation. Managers, supervisors, and agents can view the entire customer journey data attached to the web messaging interaction.

Web messaging is available to Genesys Cloud customers only. It shares the same features and capabilities as the other Genesys Cloud messaging channels that use ACD messaging to allow agents to respond to customer interactions.

For more information, see About web messaging in the Genesys Cloud Resource Center.

Configuration and deployment

Messenger enables web messaging through a predefined messenger window that customers use to interact with bots and agents. For the web messaging beta release, developers configure and deploy messenger using public REST APIs and the Messenger JavaScript SDK.

For more information about how to configure and deploy messenger, see Get started with web messaging in the Genesys Cloud Developer Center.

Web messaging metrics and performance

Web messaging metrics appear in the Action Map Performance report. For more information, see the following:

• Action Map Performance report metrics
• Web messaging performance