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Genesys Cloud can route inbound message interactions from third-party messaging platforms (such as Facebook Messenger, LINE Messaging, X (Twitter) Direct Message, or WhatsApp), SMS, Genesys Cloud web messaging, and open messaging. Genesys Cloud can also send outbound SMS messages. For more information, see About messaging.
The following content applies to Genesys Cloud for Chrome and Genesys Cloud for Firefox.
Genesys Cloud routes message interactions to a queue. Agents pick up message interactions in the client like any other interaction.
Agents can send SMS messages on behalf of a queue.
Administrators can configure the country code used on outbound SMS messages.
Administrators can customize the screen pop behavior of message interactions with Architect flows.
Agents can use scripts with message interactions.
Administrators can add scripts to message interactions with Architect flows.
For more information about the integrations, see the main landing page.
The following content applies to Genesys Cloud Embeddable Framework.
Genesys Cloud routes message interactions to a queue. Agents pick up message interactions in the client like any other interaction.
Agents can send SMS messages on behalf of a queue.
Administrators can configure the country code used on outbound SMS messages.
Administrators can customize how interaction details appear on interactions in the client. Administrators can also add interaction attributes to call logs.
Agents can use scripts with message interactions.
Administrators can add scripts to message interactions with Architect flows.
For more information about the integrations, see the main landing page.
The following content applies to Genesys Cloud for Salesforce.
Genesys Cloud routes message interactions to a queue. Agents pick up message interactions in the client like any other interaction.
Agents can send SMS messages on behalf of a queue.
Administrators can configure the country code used on outbound SMS messages.
Administrators can customize how interaction details appear on the interactions in the client. Administrators can also synchronize interaction attributes to Salesforce activity records. Limitations exist with Lightning Experience.
Administrators can customize the screen pop behavior of message interactions with Architect flows.
Agents can use scripts with message interactions.
Administrators can add scripts to message interactions with Architect flows.
For more information about the integration, see the main landing page.
The following content applies to Genesys Cloud for Zendesk.
Genesys Cloud routes message interactions to a queue. Agents pick up message interactions in the client like any other interaction.
Agents can send SMS messages on behalf of a queue.
Administrators can configure the country code used on outbound SMS messages.
Administrators can map interaction attributes to Zendesk ticket fields.
Administrators can customize the screen pop behavior of message interactions with Architect flows.
Agents can use scripts with message interactions.
Administrators can add scripts to message interactions with Architect flows.
For more information about the integration, see the main landing page.
The following content applies to Genesys Cloud for Microsoft Teams.
Genesys Cloud routes message interactions to a queue. Agents pick up message interactions in the client like any other interaction.
Agents can send SMS messages on behalf of a queue.
Agents can use scripts with message interactions.
Administrators can add scripts to message interactions with Architect flows.
For more information about the integration, see the main landing page.
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