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 Desktop, Agent Setup | ||
| + | |Role=Administrator | ||
|TocName=Set up WhatsApp | |TocName=Set up WhatsApp | ||
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|Context=Learn how to integrate WhatsApp into Agent Desktop. | |Context=Learn how to integrate WhatsApp into Agent Desktop. | ||
|overviewtext=Genesys Digital Channels enables you to integrate WhatsApp into Agent Desktop. The WhatsApp messaging service enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between your agents and customers. | |overviewtext=Genesys Digital Channels enables you to integrate WhatsApp into Agent Desktop. The WhatsApp messaging service enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between your agents and customers. | ||
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|sectionheading=Configure channels in Genesys Hub | |sectionheading=Configure channels in Genesys Hub | ||
|description=Set up connections to WhatsApp in Genesys Hub. | |description=Set up connections to WhatsApp in Genesys Hub. | ||
| − | |relatedarticles=* | + | |relatedarticles=*To access Genesys Hub, contact your Genesys representative. |
*{{Link-SomewhereInThisManual|topic=GSEHub|anchor=top|display text=Integrate with Genesys Hub}} | *{{Link-SomewhereInThisManual|topic=GSEHub|anchor=top|display text=Integrate with Genesys Hub}} | ||
}}{{TSSection | }}{{TSSection | ||
|sectionheading=Enable Digital Shared Services | |sectionheading=Enable Digital Shared Services | ||
| − | |description=Enable service channels in Agent setup to connect to the channels you created in Genesys Hub. | + | |description=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. |
| − | |relatedarticles=* | + | |relatedarticles=*To create service channels, contact your Genesys representative. |
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|sectionheading=Configure Agent Desktop | |sectionheading=Configure Agent Desktop | ||
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|sectionheading=Create a Designer application | |sectionheading=Create a Designer application | ||
| − | |description=Create a Designer application to route WhatsApp interactions to the right agents. '''Note:''' | + | |description=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. |
|relatedarticles=*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|display text=Create a Designer application}} | |relatedarticles=*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|display text=Create a Designer application}} | ||
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Revision as of 13:50, January 7, 2021
Learn how to integrate WhatsApp into Agent Desktop.
Contents
Genesys Digital Channels enables you to integrate WhatsApp into Agent Desktop. 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 Desktop
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 Desktop.