Start a chat

AI-generated summary

Genesys Cloud enables comprehensive instant messaging capabilities for organizational communication through a persistent chat system supporting both one-on-one and group conversations. The platform provides multiple entry points for initiating chats, including user profiles, group profiles, favorites lists, and search results, with flexible conversation management organized across five primary categories: Direct Messages, Favorites, Official Groups (administrator-created), Personal Groups (user-created on-demand), and Recently Closed conversations. The chat interface offers extensive navigation and management functions, including search capabilities for locating people and groups, personal group creation with participant invitation, and display options that allow users to expand the chat panel to full window width, collapse it to minimize space, or hide it entirely. Chat quick access functionality enables rapid navigation to recent conversations through keyboard shortcuts and search, displaying the ten most recent chats by default. Chat history is permanent and cannot be manually deleted or cleared by users. All group members retain access to complete conversation history from the point of group creation. Closed chats remain accessible in the Recently Closed section, which displays the five most recent closed conversations and automatically updates as new chats are closed. Group conversations automatically reappear when new activity occurs if the user remains a group member, though closing a chat disables notifications while preserving the ability to reopen conversations temporarily. Privacy controls restrict visibility of non-public groups to members and owners only, while official groups may have additional visibility restrictions based on administrator-configured privacy settings. When group chat rooms reach capacity, members can view conversation history but cannot actively participate or search until space becomes available. The platform supports multiple user roles including agents, administrators, developers/engineers, partners, supervisors, and support personnel, with related features including text formatting, video chat capabilities, and open messaging functionality.

Series: Genesys Cloud chat

Next suggested step: Send a chat message

PrerequisitesClick to expand

Send instant messages to a single recipient or to a group of people within your organization. You can start a chat with one person and then add other people to your conversation to create a personal group. Or find and chat with a group to ask a question, make an announcement, or monitor a group discussion.

Start a chat with the Chat iconClick to expand

Start a chat from the chat panelClick to expand

You can start to chat with a person or an official group, or create a personal group from the chat panel.

To start a chat, click the Start chatting or create your own group and select the type you want:

Find Person: To chat with a person, type a name in the search field. When you select the name you want from the search results, Genesys Cloud creates the chat room. You are ready to chat.
Find Official Group: To chat with an official group, type a group name in the search field. When you select the name of the group from the search results, the chat room opens and is ready for a chat.
Start a Personal Group: To start a personal group chat, type a name for your group in the Group Details field, and search for participants in the Invite People Search field. After you invite people to your personal group, click Create Group. The chat room opens. For more information about starting a personal group, see Create a chat room.
Notes:
- Due to group privacy settings, Genesys Cloud hides some groups. Groups that are not public are visible only to group members and owners.
- Group chat history is persistent. Anyone who joins a group can view the entire group chat history back to the creation of the group.
- You cannot delete chat conversations; they are permanent.

Continue an active conversationClick to expand

To expand that chat panel, on the menu bar, click Chat .
To choose how you would like to view the list of chats, click one of the following:
- All
- People
- Groups
To open a chat, select it from one of these categories:
- Favorites: the people and groups you have favorites
- Direct Messages: one-to-one chats
- Official Groups: groups created by group admins
- Personal Groups: on-demand groups created in the chat panel
- Recently Closed: chat rooms that are recently closed
To close a chat, to the right of the room name, click Close when you hover the mouse pointer over the chat.
The chat room moves to the Recently Closed category. To reopen the chat, click the chat name again.

Expand or hide the chat panelClick to expand

Use chat quick accessClick to expand

To view and navigate to recent chat rooms and messages quickly, use chat quick access and its keyboard shortcuts.

To use chat quick access, above the Chats roster, click Quick chat access or the keyboard shortcut for your operating system.

To search for a person or group, type the first few letters or a keyword for the person or group that you seek. Use your pointer or keyboard shortcuts to navigate among the results. By default, chat quick access displays the 10 most recent chat conversations. For more information about keyboard shortcuts, see Use chat quick access.

Close a chatClick to expand

To remove a group or one-to-one chat from your conversation list, click Close when you hover the mouse pointer over the chat.

The chat moves to Recently Closed where you can click to reopen it for a limited time.

Notes:

When you close a chat, you stop receiving notifications for it. However, if it is a group chat and you are a member of that group, the chat reappears whenever there is a new chat.
You cannot delete chat conversations; they are permanent. When you close a chat conversation, Genesys Cloud moves the chat conversation to Recently Closed, which lists the five most recently closed conversations. You cannot manually clear the Recently Closed list. Older chats fall off the list as you add newer ones.

Notes:

When you try to join a group chat room that is full, you can only browse the group chat's history. You cannot join the chat, post messages, or search chat history until other users leave the chat room. For more information, see What does it mean if the group chat room is full?
Chat conversations are permanent, and you cannot manually delete them.

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