How chat works

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Learn how chat works in Genesys Engage.

What chat does[edit source]

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

How chat works[edit source]

Genesys Engage 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
    • SMS

Chat setup

Agent-setup.png
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.

Chat routing

Designer.png
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.png
Agent Desktop

Players: Agents, Supervisors

Actions: Agents handle chat interactions in Agent Desktop.

Retrieved from "https://all.docs.genesys.com/PEC-Chat/HIW (2024-04-26 02:33:09)"
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