Accept and respond to a message interaction

AI-generated summary

Genesys Cloud enables agents to accept and respond to message interactions across multiple channels including web messaging, WhatsApp, Facebook, Instagram, SMS, Apple Messages for Business, and X direct messages. Agents with appropriate licensing (CX 2, CX 2 Digital, CX 3, CX 3 Digital, or CX 4) and specific conversation permissions can accept and create messages that appear in the Conversations roster upon login and queue activation. The platform supports diverse content types including .jpg, .png, and .gif file attachments, voice notes (.ogg files on WhatsApp), inline images, and media across supported channels. Character limits vary by channel, ranging from for SMS to 4000 for WhatsApp, web messaging, and Open API. Agents can format text using rich text toolbars, insert emojis, and utilize canned responses. Channel-specific features include WhatsApp voice note recording and URL preview buttons, Apple Invitations integration, bot conversation transcripts with quick replies and carousels, and a 24-hour response window for WhatsApp messages before templated-message-only restrictions apply. The interaction interface displays conversation participants, elapsed time timers, and inactive conversation warnings configured by administrators. Messages are sent via the Send button or Enter key, with delivery confirmation indicated by a checkmark for SMS, third-party messaging channels, and web messaging. Failed deliveries display warnings, and messages violating organizational data filtering rules trigger revision notifications. File attachments are supported through drag-and-drop, clipboard paste, or the Attach file button, with Apple Messages for Business limited to 100 MB attachments. Some messaging channels do not support animated GIFs and stickers. Supervisors can monitor and take over messaging interactions, with users receiving notifications and proceeding to after-call work or conversation removal depending on configuration. Users placed in Not Responding status due to declined or unanswered interactions within a specified timeframe do not receive new interactions. Messaging errors include pending delivery when participants are offline, server rejections during outages requiring manual resend, and server connectivity failures from network outages. Genesys Cloud provides a feedback collection mechanism integrated into its documentation system, allowing users to rate article helpfulness and submit detailed feedback through structured forms that capture user role information and reasons for ratings

PrerequisitesClick to expand

Log in as an agent and go on queue. The Agent Workspace opens and new messages appear in the Conversations roster.
To accept a message interaction, click Answer. To the right, the conversation opens in the interaction window.
Notes:
- The icon on the incoming conversation card indicates the interaction’s messaging channel.
- A green shield with a check-mark indicates an authenticated web message.
- When you answer an interaction, the channel icon for the current interaction also appears above the interaction window.
- At the bottom of the conversation card, the conversation participant who sent the last message appears, and if configured to the right, a timer that displays the elapsed time since that message.
- If your admin sets the timer for inactive conversations, to see the approximate remaining time before the conversation becomes inactive, hover over the timer at the lower right of the conversation card. Genesys Cloud turns the timer red and sends a notification one minute before the interaction is about to end due to inactivity. For more information, see Create and configure queues.
- If your organization uses Apple Invitations, the conversation appears like other Apple Messages for Business. However, you only see that the end user accepted the invitation.
- If the inbound message is from WhatsApp, you must answer it within 24 hours. After 24 hours, Genesys Cloud replaces the text entry box with a message that lets you know that you cannot send response other than WhatsApp templated messages. After 24 hours, any messages that you try to send in response result in an error and failed delivery.
- WhatsApp conversations can include voice note .ogg files. You can play and download voice notes.
- X direct messages support inline images and other media in the Agent Workspace.
- Some messaging interactions can include interaction with a bot. When you receive a messaging interaction from a bot, Genesys Cloud provides a transcript of the conversation history that includes any options that the bot offered. Depending on your organization, the history can include the following:
In the interaction window, type your response to the incoming message. You can attach .jpg, .png, or .gif files.
Notes:
- The timer below the contact name indicates the total elapse time for the conversation.
- Your response can include text and emojis up to the following characters limits:
  - WhatsApp: 4000
  - Web messaging: 4000
  - Facebook: 2000
  - Instagram: 1000
  - Open API: 4000
  - SMS: 160/765
  - Apple Messages for Business: 2000
- You can use the rich text toolbar to format text in a message interaction.
- Some messaging channels do not support inbound animated GIFs. If you receive a message attachment with an error, or if you cannot see a message, check with your administrator to make sure that your organization supports the file type. For more information about supported attachment types, see Supported content profiles.
- The counter below the message entry box shows how many characters you have remaining on the character set that you are using.
- You can also use canned responses in message interactions. For more information, see Use canned responses during agent interactions.
- With WhatsApp interactions, you can record, review, cancel, and send voice notes.
- With WhatsApp, when you send a raw URL, the end user receives a preview button of the destination. If you send two or more URLs, Genesys Cloud provides a preview button for the first URL.
(Optional) To attach a file, do one of the following:
- Drag and drop the file into your message.
- Paste the file from your clipboard.
- Below the message entry box, click Attach file and locate the file that you want to attach.
  Notes:
  - If you attach multiple files, Genesys Cloud sends them as individual messages.
  - For Apple Messages for Business, you can attach files up to 100 MB.
To send your message, click Send or press Enter.
Notes:
- With third-party messaging channels, Genesys Cloud confirms a successful message delivery with a . If message delivery fails, Genesys Cloud displays a warning to inform you of a delivery error.
- If your message contains text that violates your organization’s data filtering rules, you receive a message that advises you to revise your message.
- If the recipient of your message ends the conversation before you send a response, you receive an error message. If the recipient reopens the conversation, the error message you see changes to let you know the message was delivered. The conversation transcript records the original failure, even if the recipient successfully receives the message later.
To continue the conversation, repeat steps 3–4 as needed.
To end the interaction, above the interaction, click End Messages .
Complete any needed after contact work.

Notes:

When you decline or fail to answer an interaction within a certain amount of time, Genesys Cloud places you into Not Responding status. While Not Responding, you do not receive new interactions. Declined or unanswered interactions reenter the queue.
Some messaging channels do not support inbound animated GIFs and stickers. If you receive a message attachment with an error, or if you cannot see a message, check with your administrator to make sure that your organization supports the file type.
With SMS, third-party messaging channels, and web messaging, Genesys Cloud confirms a successful message delivery with a . If message delivery fails, Genesys Cloud displays a warning to inform you of a delivery error. For more information, see Messaging errors and explanations.
To resend or to copy a message, beside the message sender’s name, click More and then either Resend or Copy.
Your supervisor can monitor and take over a messaging interaction. If your supervisor takes over your conversation, you receive a notification, and depending on configuration, you go directly to after call work or the conversation leaves your roster. Your supervisor finishes the conversation.

Messaging errors and explanationsClick to expand

Error	Description
	Pending delivery. The participant receives the message when they return to online.
	Genesys Cloud successfully sent the message, but the server rejected it due to a server outage. The message is lost. To send it again manually, click Resend. Note: If you exceed your message limit, you can receive a similarly formatted message. Contact your admin for more information.
	Genesys Cloud was unable to reach the server. For example, a network outage could cause this error. The message is lost. To send it again manually, click Resend.

Error

Description

Pending delivery. The participant receives the message when they return to online.

Genesys Cloud successfully sent the message, but the server rejected it due to a server outage. The message is lost. To send it again manually, click Resend.

Note: If you exceed your message limit, you can receive a similarly formatted message. Contact your admin for more information.

Genesys Cloud was unable to reach the server. For example, a network outage could cause this error. The message is lost. To send it again manually, click Resend.

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Accept and respond to a message interaction

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