Web chat to web messaging and the agent experience

AI-generated summary

Genesys Cloud web messaging provides agents with enhanced conversation tools that improve upon web chat functionality through asynchronous messaging capabilities aligned with other messaging channels such as Facebook, SMS, and WhatsApp. The platform enables agents to pause conversations during customer inactivity and resume interactions when customers send new messages, with routing back to the previously assigned agent when available. Individual conversation bubbles display each message separately, facilitating clearer message tracking and identification compared to grouped text formats. Communication capabilities have been expanded to include inline image attachments for expedited file sharing and emoji support for more expressive interactions. The migration to web messaging requires no action by agents or administrators to access these features, as implementation occurs automatically. Prerequisites for deployment include Genesys Cloud CX 2, CX 3, CX 4, CX 2 Digital, CX 3 Digital, or CX 1 Digital Add-on II licenses, along with all permissions under Web Deployments for Configurations and Deployments, and an inbound messaging flow. The enhanced attachment handling and expanded communication capabilities streamline agent workflows without requiring configuration changes. Related documentation resources address web messaging fundamentals, migration procedures, analytics considerations, Predictive Engagement integration, and comparative feature analysis between web messaging and web chat platforms, supporting comprehensive implementation and ongoing optimization of the platform.

Series: Web chat to web messaging migration guide

PrerequisitesClick to expand

Agents who answer and handle web message interactions have improved conversation tools that help them facilitate and improve the customer experience.

Before you begin

Review the following articles and then configure and deploy web messaging:

Feature impact

After you migrate from web chat to web messaging, the agent can access several tools to improve their interactions with customers.

Asynchronous experience

With web messaging, the experience aligns to other messaging channels, such as Facebook, SMS, and WhatsApp. This alignment allows agents to stop the conversation momentarily when they detect that the customer no longer participated in the conversation, or if the customer no longer needs assistance.

The agent does not completely disconnect with the customer. The customer can rejoin the conversation by sending a new message. The new message routes to the agent previously assigned to the interaction, if they are available, and the conversation resumes.

Conversation bubbles

Agents have a clearer view of the inquiries and replies that a customer sends. Web message responses appear in individual text bubbles, unlike web chat messages that appear grouped together. This enhancement makes it easier for agents to identify individual messages.

Attachments

Agents can send and receive inline image attachments. This enhancement helps facilitate and expedite the process of providing and accepting attachments to the web message.

Emojis

Agents can incorporate emojis into their web message responses, an enhancement that allows for additional communication tools when they engage in a conversation with a customer.

Steps to take

Implementation and access to web messaging improvements requires no action on the part of the agent or administrator.

[NEXT] Was this article helpful?

Get user feedback about articles.