Difference between revisions of "PEC-DC/Current/Administrator/GSEWhatsApp"
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{{TaskSummary | {{TaskSummary | ||
|DisplayName=Set up WhatsApp | |DisplayName=Set up WhatsApp | ||
| − | |Application=Agent | + | |Application=Agent Workspace, Agent Setup |
|Role=Administrator | |Role=Administrator | ||
|TocName=Set up WhatsApp | |TocName=Set up WhatsApp | ||
|ComingSoon=No | |ComingSoon=No | ||
| − | |Context=Learn how to integrate WhatsApp into Agent | + | |Context=Learn how to integrate WhatsApp into Agent Workspace. |
| − | |overviewtext=Genesys Digital Channels enables you to integrate WhatsApp into Agent | + | |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}}. | 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}}. | ||
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|relatedarticles=*To create service channels, contact your Genesys representative. | |relatedarticles=*To create service channels, contact your Genesys representative. | ||
}}{{TSSection | }}{{TSSection | ||
| − | |sectionheading=Configure Agent | + | |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. | |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}} | |relatedarticles=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Agent Setup documentation}} | ||
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}}{{TSSection | }}{{TSSection | ||
|sectionheading=Related documentation | |sectionheading=Related documentation | ||
| − | |description=See how users handle WhatsApp interactions in Agent | + | |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}} | |relatedarticles=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADWhatsApp|display text=WhatsApp}} | ||
}} | }} | ||
}} | }} | ||
Latest revision as of 19:19, July 28, 2022
Learn how to integrate WhatsApp into Agent Workspace.
Contents
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 Designer application. Reporting is also available through Genesys CX Insights.
Configure channels in Genesys Hub
Set up connections to WhatsApp in Genesys Hub.
- To access Genesys Hub, contact your Genesys representative.
- Integrate with Genesys Hub
Enable Digital Shared Services
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.
- To create service channels, contact your Genesys representative.
Configure Agent Workspace
Go through the normal process to configure any necessary desktop options for the agents in your contact center, in particular for chat.
Create a Designer application
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.
Related documentation
See how users handle WhatsApp interactions in Agent Workspace.