Send an outbound message on behalf of a queue

AI-generated summary

Genesys Cloud's outbound messaging system enables agents to send messages through inbound queues via SMS, WhatsApp, and open messaging channels without affecting queue status. Agents require Conversation > Message > Create and Routing > Queue > View permissions to initiate communications through Agent Workspace. To send messages, agents access Agent Workspace, select "Send a new message," choose the message channel, specify the queue name, and enter the recipient's message identifier or contact name. The system supports multiple recipients with filtering options by Genesys Cloud users, queues, or external contacts. WhatsApp communications require country and area codes and mandate pre-approved template messages from Canned Responses, with preview functionality available for URLs. Open messaging requires manual message identifier entry since contact search and filtering are unavailable. Messages are transmitted by clicking the green Message button or pressing Enter, displaying in the active conversation window. Agents receive credit for interactions that count toward utilization rules and can send messages on behalf of a queue without going On Queue. The platform manages message threading, conversation history, and automatic contact verification based on message identifiers, with interaction history viewable through external contact records. Key limitations include restrictions on messaging contacts with active queue conversations, no channel switching capability mid-interaction, queue access limited to assigned agents, and third-party platform policy compliance requirements. Agents cannot initiate outbound messages to contacts with existing conversations already in queue or assigned to agents; however, prompts allow takeover of unassigned open conversations. After message transmission, agents click Disconnect to end interactions and complete required after-call work (ACW) based on queue configurations. Genesys Cloud provides comprehensive documentation and support resources for managing agent interactions across multiple channels, including guidance on related topics such as agent interactions, message interactions, multiple interaction management, and troubleshooting. Users unable to find answers through documentation are directed to community support channels for additional assistance.

PrerequisitesClick to expand

Send a message on behalf of a queue is an option that allows you to send an outbound message on behalf of an inbound without going . The On Behalf of Queue option lets you send an outbound message related to a queue without receiving other interactions. You receive credit for the interaction because this action associates the statistics with the selected queue. These message interactions count toward the utilization rules that your administrator sets.

For more information about message interactions, see Work with message interactions.

Notes:

When you send a message to an external contact, Genesys Cloud automatically tries to verify the contact based on the message identifier that you use. The verification process creates the interaction history.
For more information about external contacts, including how to view the interaction history, see Work with an external contact during an interaction.
The message threading timeline determines how long message conversations remain open.
If an existing conversation is in the queue or assigned to an agent, then you cannot start an outbound message to that contact.
If a conversation is open but not assigned, then you receive a prompt that asks if you want to take over the existing conversation.

To send a message on behalf of a queue, follow these steps:

Click Agent Workspace .
To send a message on behalf of a queue, at the top of the Conversations roster, click Send a new message .
From the list, select the message channel for the message that you want to send.
In the On behalf of queue field, type the first few characters of the queue name. From the list of queues that match the input, click the correct queue.
Note: Only queues that you belong to appear in the list.
In the Enter a number or contact field, type the message identifier for the person you want to send the message. Alternatively, begin to type a name and, from the list of suggested matches, select the person that you want to message and press Enter.
- To see all matches, click All .
- To filter by Genesys Cloud users, click Users .
- To filter by queues, click Queues .
- To filter by External Contacts, click External Contact .
  Notes:
  - To send a message to more than one person, repeat this step. To remove a recipient before you send the message, click Remove .
  - If you enter a WhatsApp phone number, include the country code and area code in addition to the number. Do not include the International Direct Dialing icon.
  - For open messaging, the option to search and filter by external contacts and then select a contact based on suggested matches is not available. You must enter the message identifier for the person to which to send a message.
Click the green Message button or press Enter.
Genesys Cloud displays the message in the active conversation window and a corresponding card in the Conversations roster.
Type your message and click Send.
Note: 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.
To end the interaction, click Disconnect .
Complete any after call work needed for the interaction.
Note: Interactions on behalf of a queue inherit the ACW that your admin configures for the queue.

Message interaction considerations

Genesys Cloud supports the ability to send a message on behalf of a queue for SMS, WhatsApp, and open messaging. Some third-party messaging platforms enforce their own policies that you must know about.

Platform	Considerations
Open messaging	You cannot switch to open messaging from other channels. For more information, see Switch channels for an interaction. With open messaging, you cannot search and filter external contacts. You must enter the message identifier for the person you want to send the message to.
WhatsApp	To start a new or continue an existing conversation, you must select a pre-approved WhatsApp template message. You can find template messages in Canned Responses. For more information about WhatsApp templates, see Add a WhatsApp template message, and Send an outbound message on behalf of a queue. You cannot switch to WhatsApp from other channels. For more information, see Switch channels for an interaction.

Platform

Considerations

Open messaging

You cannot switch to open messaging from other channels. For more information, see Switch channels for an interaction.
With open messaging, you cannot search and filter external contacts. You must enter the message identifier for the person you want to send the message to.

To start a new or continue an existing conversation, you must select a pre-approved WhatsApp template message. You can find template messages in Canned Responses. For more information about WhatsApp templates, see Add a WhatsApp template message, and Send an outbound message on behalf of a queue.
You cannot switch to WhatsApp from other channels. For more information, see Switch channels for an interaction.

[NEXT] Was this article helpful?

Get user feedback about articles.

Platform	Considerations
Open messaging	You cannot switch to open messaging from other channels. For more information, see Switch channels for an interaction. With open messaging, you cannot search and filter external contacts. You must enter the message identifier for the person you want to send the message to.
WhatsApp	To start a new or continue an existing conversation, you must select a pre-approved WhatsApp template message. You can find template messages in Canned Responses. For more information about WhatsApp templates, see Add a WhatsApp template message, and Send an outbound message on behalf of a queue. You cannot switch to WhatsApp from other channels. For more information, see Switch channels for an interaction.

Platform

Considerations

Open messaging

You cannot switch to open messaging from other channels. For more information, see Switch channels for an interaction.
With open messaging, you cannot search and filter external contacts. You must enter the message identifier for the person you want to send the message to.

To start a new or continue an existing conversation, you must select a pre-approved WhatsApp template message. You can find template messages in Canned Responses. For more information about WhatsApp templates, see Add a WhatsApp template message, and Send an outbound message on behalf of a queue.
You cannot switch to WhatsApp from other channels. For more information, see Switch channels for an interaction.

Send an outbound message on behalf of a queue

Message interaction considerations

[NEXT] Was this article helpful?

Loading...

Send an outbound message on behalf of a queue

Message interaction considerations

[NEXT] Was this article helpful?