Enable authenticated web messaging

AI-generated summary

Genesys Cloud enables authenticated web messaging, a feature that restricts web messaging sessions to users who have logged in through an identity provider via OpenID Connect integration. The implementation process involves creating or configuring an authentication server, establishing an OpenID Connect Messenger Configuration integration with appropriate credentials, enabling authentication within the Messenger configuration, creating and activating a Messenger deployment with the configured authentication settings, and deploying the generated code snippet to website pages or through a Tag Manager tool. This functionality requires specific licensing (Genesys Cloud CX 2, CX 3, CX 4, CX 2 Digital, CX 3 Digital, or CX 1 Digital Add-on II) and appropriate permissions for Web Deployments configurations and deployments, along with an inbound messaging flow. The authenticated web messaging approach ensures that only verified users can initiate messaging sessions with agents, enhancing security and user verification for web-based customer interactions.

Series: Web chat to web messaging migration guide

PrerequisitesClick to expand

Authenticated web messaging allows only authenticated users to start a web messaging session with your agents. These users must log in to your website before they can send a web message.

Note: Genesys relies on as an open standard for integrating into identity providers and authentication services.

Before you begin

Review the following articles:

Steps to take

Create or configure an authentication server (an OpenID provider).
Create an OpenID Connect Messenger Configuration integration. When you configure credentials for this integration, use the client-id and client-secret.
In your Messenger configuration, enable Authentication. In the Authentication area of the configuration, select the OpenID Connect Messenger Configuration integration.
Create and save a Messenger deployment. Assign this Messenger configuration to your deployment.
Set the Messenger deployment to Active. Copy the code snippet from this deployment to the website pages where you want Messenger to appear, or use a Tag Manager tool to deploy it.

For more information, see these Developer center articles: Authenticated web messaging and Auth plugin and AuthProvider plugin in Commands and Events.

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