Work with message interactions

AI-generated summary

Genesys Cloud enables agents to manage message interactions across multiple asynchronous messaging channels, including web messaging, SMS, Facebook Messenger, Twitter Direct Message, WhatsApp, Instagram Direct, and Apple Messages for Business. Message interactions function similarly to other Genesys Cloud ACD interaction types, allowing agents to view and respond to text conversations with persistent communication history that contacts can resume without interruption. The platform provides a unified agent experience with channel identification icons and supports co-browse functionality for web messaging to enhance customer assistance. Agents can handle multiple message interactions simultaneously or concurrently with other interaction types, depending on organizational and queue configuration settings. Each third-party messaging platform enforces specific operational constraints that affect agent workflows. Twitter Direct Message limits agents to five replies per inbound message; Facebook Messenger requires responses within seven days or delivery fails; WhatsApp requires responses within 24 hours, after which template messages must be used, with voice note files limited to 16MB and URL previews provided only for the first URL when multiple URLs are sent. Instagram Direct restricts media storage of ephemeral story mentions, prohibits screen recording of such content, and displays user page-scoped ID numbers when display names are unavailable. Story mentions and replies on Instagram can be disabled through administrator settings, and unsent Instagram direct messages are deleted from interaction history. Genesys Cloud provides administrative controls and platform-specific features to optimize messaging operations. Auto-answer functionality can be configured to provide visual and audible notifications for new messaging interactions. Open Messaging functionality includes optional inbound typing indicators controlled by administrator settings, and Engagement Source Tagging displays channel icons when enabled. Apple Messages for Business prioritizes privacy by using opaque identifiers assigned by Apple rather than transmitting personally identifiable information, with each identifier remaining consistent across communications between an end user and brand. These identifiers can be saved to external contact records to enhance customer journeys through single customer view integration. Apple Invitations conversations display identically to standard Apple Messages for Business interactions, and end users can optionally leave conversations, which terminates the interaction. The platform supports comprehensive message interaction management capabilities including acceptance and response procedures, text formatting, emoji sending, transfer operations, and recording downloads.

Genesys Cloud messaging enables you to respond to customer interactions from various asynchronous messaging channels, including Genesys Cloud web messaging, third-party messaging platforms, inbound SMS, and open messaging. Messaging interactions look, feel, and operate like other Genesys Cloud ACD interaction types. With co-browse for web messaging, you can view your contact’s browser tab and more easily assist them.

Message interactions allow contacts to have a text conversation with you. You and your contacts can see the text that each other enters. Asynchronous messaging means that contacts can return and resume a conversation without a break in the communication.

For more information, see About messaging. Genesys provides a unified agent experience for message interactions across all messaging channels. Message channel icons in the notification panel and top interactions bar allow you to identify the messaging channel you are working with.

Depending on organization and queue settings, you can receive multiple message interactions at the same time or message interactions while you handle other interactions. For more information about handling multiple types of interactions at the same time, see Manage multiple interactions.

Note: If your admin enables auto answer for messaging interactions, then to alert you of a new messaging interaction, Genesys Cloud displays a visual notification and plays a short audible alert. For more information, see and .

Third-party message interaction considerations

Third-party messaging includes Facebook Messenger, Twitter Direct Message, and WhatsApp integrations. Some third-party messaging platforms enforce their own policies that you must know about.

Platform	Considerations
Twitter Direct Message	For each inbound message from a contact, you can send up to five replies to that contact. If you send a sixth reply, you receive a message that indicates a delivery failure. X direct messages support inline images and other media in the Agent Workspace.
Facebook Messenger	When you receive a message through the Genesys Cloud for Facebook Messenger integration, you must respond to messages from Facebook Messenger within seven days. After seven days, any messages you try to send in response result in an error and are not delivered.
WhatsApp	Reply to an inbound message from WhatsApp within 24 hours. After 24 hours, you must use a template message to respond to the interaction. Voice note .ogg files can be up to 16MB per message. 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.
Instagram Direct	Images and other media expire after 24 hours for story mentions. If an Instagram user has no display name, Genesys Cloud displays the user’s page-scoped ID number. Instagram only delivers story mentions from a private Instagram account if your account follows the private account. Because Instagram does not send images in user-shared stories, those images do not appear in message interactions. Instagram prohibits storage of ephemeral images, videos, or other media contained in an Instagram story mention. This prohibition applies to any Facebook CDN URLs, ephemeral contact made available by any such URLs, and the creation of screen recordings of such media. Do not use Genesys screen recording or other recording tools to capture Instagram story mention media content. Genesys does not persist ephemeral Instagram story mention content in any conversation or message transcripts, and ephemeral content can be unavailable for quality management review or for any future purpose or feature. If your admin disables story mentions and story replies, you do not receive inbound story mentions. The Instagram mobile and web apps allow Instagram users to unsend direct messages. Genesys deletes any messages that users unsend, and those messages may not be available as part of the interaction history.
Open Messaging	If your administrator disables inbound typing indicators, you do not see typing indicators when an end-customer is typing. If your administrator enables Engagement Source Tagging, you see the icon of the channel delivered by the Open Messaging Channel.
Apple Messages for Business	For privacy, Apple Messages for Business does not send personally identifiable information (PII). Because of this feature, to identify the end user, Apple assigns an opaque identifier. This identifier is unique to the end user and brand. Each time the end user communicates with the brand, the same opaque identifier is used. To enhance customer journeys, Apple Messages for Business opaque IDs can be saved to an external contact record as the Apple Identifier. For more information, see About single customer view. Apple Messages for Business users can optionally leave the conversation. If an end user leaves the conversation, the interaction ends. Apple Invitations conversations appear the same as Apple Messages for Business.

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Work with message interactions

Third-party message interaction considerations

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