Difference between revisions of "ATC/Current/AdminGuide/About web messaging"
(Published) |
(Published) |
||
| Line 15: | Line 15: | ||
|anchor=Overview | |anchor=Overview | ||
|alignment=Vertical | |alignment=Vertical | ||
| − | |structuredtext=Web messaging | + | |structuredtext=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. For more information | + | Web messaging is available to Genesys Cloud customers only. It shares the same features and capabilities as the other Genesys Cloud [https://rcstaging.wpengine.com/?p=191146 messaging channels] that use [https://rcstaging.wpengine.com/?p=191675 ACD messaging] to allow agents to respond to customer interactions. |
| − | |Status= | + | |
| + | For more information, see [https://rcstaging.wpengine.com/?p=228564&post_type=article&preview=1&_ppp=6acb179cc1 About web messaging] in the Genesys Cloud Resource Center. | ||
| + | |Status=No | ||
}}{{Section | }}{{Section | ||
|sectionHeading=Configuration and deployment | |sectionHeading=Configuration and deployment | ||
| Line 27: | Line 29: | ||
*[https://developer.mypurecloud.com/api/webmessaging/configure.html Configuration] | *[https://developer.mypurecloud.com/api/webmessaging/configure.html Configuration] | ||
*[https://developer.mypurecloud.com/api/webmessaging/deploy.html Deployment] | *[https://developer.mypurecloud.com/api/webmessaging/deploy.html Deployment] | ||
| − | |Status= | + | |Status=No |
}}{{Section | }}{{Section | ||
|sectionHeading=Web messaging metrics and performance | |sectionHeading=Web messaging metrics and performance | ||
| Line 36: | Line 38: | ||
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance|anchor=AMPRmetrics|display text=Action Map Performance report metrics}} | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Action_Map_Performance|anchor=AMPRmetrics|display text=Action Map Performance report metrics}} | ||
*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Monitor_web_chat_performance|anchor=WebMessagingPerformance|display text=Web messaging performance}} | *{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Monitor_web_chat_performance|anchor=WebMessagingPerformance|display text=Web messaging performance}} | ||
| − | |Status= | + | |Status=No |
}} | }} | ||
}} | }} | ||
Revision as of 13:04, December 15, 2020
Contents
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
For the web messaging beta release, developers configure and deploy messenger using the Messenger JavaScript SDK and public REST APIs. For more information, see the following:
Web messaging metrics and performance
Web messaging metrics appear in the Action Map Performance report. For more information, see the following: