Platform configuration profiles overview

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Genesys Cloud allows administrators to configure messaging settings through custom platform configuration profiles that apply to Instagram Direct Messaging and Open Messaging integrations, providing granular control over message types displayed in the Agent Workspace. For Instagram Direct Messaging, configuration profiles enable administrators to selectively disable story mentions and story replies—inbound messages generated when customers mention or reply to stories from Instagram Business/Professional Accounts. These message types are enabled by default across all Instagram integrations. For Open Messaging, configuration profiles control inbound and outbound typing indicators, which remain disabled by default. When enabled, inbound typing indicators notify agents that messaging users are composing messages, while outbound typing indicators inform messaging users that agents are typing. Each inbound typing indicator event displays in the Agent Workspace for 5 seconds. Genesys Cloud implements rate-limiting for outbound typing indicators, restricting transmission to a maximum of one typing event every five seconds. For Apple Messages for Business (AMB), typing indicators are mandatory and must be supported for both inbound and outbound messages to launch the channel successfully. Access to platform configuration profile functionality requires specific Genesys Cloud licensing options (CX 1 Digital Add-on II, CX 2, CX 2 Digital, CX 3, CX 3 Digital, or CX 4) and appropriate permissions including Messaging > Setting permissions for creation and modification, along with channel-specific permissions for Instagram Integration or Integration Platform assignments. The platform includes a feedback mechanism enabling users to report documentation accuracy, completeness, and clarity issues, with categorization options by relevance and user role. Related resources encompass open messaging configuration, third-party messaging integration, ACD messaging setup, platform materials, content profiles, AppFoundry capabilities, and A2A connections for agentic virtual agents

PrerequisitesClick to expand

The following permissions:

Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 1 Digital Add-on II license
To create and modify messaging settings:
- Messaging > Setting – Add/Delete/Edit/View permission
To update and assign a configuration profile to an Instagram Integration:
- All permissions under Messaging > conversationInstagramIntegration
To update and assign a configuration profile to an Open Messaging Integration:
- All permissions under Messaging > Integration

Platform configurations are custom profiles that enable you to configure certain messaging settings and apply them to your platform integrations. Genesys Cloud allows you to enable or disable messaging settings for the following channels:

Apple Messages for Business (AMB): Typing indicators are required for the Apple Messages for Business channel and must be supported for both inbound and outbound messages. To successfully launch the channel, add a Platform Configuration Profile with typing indicators enabled.
Instagram Direct Messaging: Instagram story mentions and story replies are inbound messages that agents receive when the customer mentions the Instagram Business/Professional Account in their stories or replies to a story posted by the Instagram Business/Professional Account. Genesys Cloud enables story mentions and replies for all Instagram Direct Messaging integrations created in Genesys Cloud. If you do not want your agents to receive story mentions and replies in the Genesys Cloud Agent Workspace, you can create a custom platform configuration profile. You can then disable these message types and assign the profile to your Instagram integration.
Open Messaging: Open Messaging APIs support both inbound and outbound typing indicator events. The typing indicators are disabled by default for both inbound and outbound events. When you enable these indicators, developers can send inbound typing indicator events that notify agents in Genesys Cloud that the messaging user is typing a message. Also, developers can also send outbound typing indicators to notify the messaging user that the agent has started typing a message.

The Agent Workspace receives and displays each inbound typing indicator event for a duration of 5 seconds. For outbound typing indicators, a maximum of one typing event is sent every five seconds.

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Platform configuration profiles overview

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PrerequisitesClick to expand

The following permissions:

Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 1 Digital Add-on II license
To create and modify messaging settings:
- Messaging > Setting – Add/Delete/Edit/View permission
To update and assign a configuration profile to an Instagram Integration:
- All permissions under Messaging > conversationInstagramIntegration
To update and assign a configuration profile to an Open Messaging Integration:
- All permissions under Messaging > Integration

Apple Messages for Business (AMB): Typing indicators are required for the Apple Messages for Business channel and must be supported for both inbound and outbound messages. To successfully launch the channel, add a Platform Configuration Profile with typing indicators enabled.
Instagram Direct Messaging: Instagram story mentions and story replies are inbound messages that agents receive when the customer mentions the Instagram Business/Professional Account in their stories or replies to a story posted by the Instagram Business/Professional Account. Genesys Cloud enables story mentions and replies for all Instagram Direct Messaging integrations created in Genesys Cloud. If you do not want your agents to receive story mentions and replies in the Genesys Cloud Agent Workspace, you can create a custom platform configuration profile. You can then disable these message types and assign the profile to your Instagram integration.
Open Messaging: Open Messaging APIs support both inbound and outbound typing indicator events. The typing indicators are disabled by default for both inbound and outbound events. When you enable these indicators, developers can send inbound typing indicator events that notify agents in Genesys Cloud that the messaging user is typing a message. Also, developers can also send outbound typing indicators to notify the messaging user that the agent has started typing a message.

The Agent Workspace receives and displays each inbound typing indicator event for a duration of 5 seconds. For outbound typing indicators, a maximum of one typing event is sent every five seconds.

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Platform configuration profiles overview

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Platform configuration profiles overview

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