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[+] Messaging Applications

Product Alerts

  • [+] Messaging Applications

What's New in Messaging Applications for 9.0

Sept. 27, 2018

  • Apple Business Chat Plugin for Workspace Desktop Edition
    • The plugin now supports asynchronous chat. Agents can use workbins to store dormant chat sessions for later use. If a customer resumes the interaction, it is automatically removed from the workbin and transferred to an available agent.
  • Genesys Driver for use with Apple Business Chat via Hub
    • The driver now supports asynchronous chat. See the Chat Server Release Note for more information.
    • The driver now supports a new transactional Apple Pay schema that includes Stripe as a third-party transaction provider.
    • The driver now supports Intent, Group, Locale, and DeviceAgent attributes in an interaction.
  • Digital Messaging Server
    • Support for the latest releases of Apple Business Chat Plugin for Workspace Desktop Edition and Genesys Driver for use with Apple Business Chat via Hub.

March 29, 2018

  • Apple Business Chat Plugin for Workspace Desktop Edition
    • The plugin now supports Apple Business Chat interactive responses. Agents can use the following interactive responses when in chat interactions with customers:
      • Apple Pay
      • Custom Extension (referred to by Apple as Custom Interactive Message or Custom Message Extension)
      • Date Picker
      • List Picker
        Important
        Agents cannot modify Apple Pay credit card lists, shipping options list, shipping and billing addresses, and other Apple Pay attributes. Customers must provide this information using their Apple device.
    • The plugin supports the following features:
      • Attachments
      • Contact and chat history
      • Emojis
      • Standard Response Library
      • Text messages
      • Transfer to other agents
      • Typing notifications for customer devices
    • Support for the following operating systems. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
      • Windows 8
      • Windows 10
      • Windows Server 2012


  • Digital Messaging Server
    • Support for the initial release of Apple Business Chat Plugin for Workspace Desktop Edition and Genesys Driver for use with Apple Business Chat via Hub.

Messaging Applications

Messaging Applications is part of the PureEngage Digital (eServices) platform. Messaging Applications allow agents to have chat-like conversations with users over popular messaging services. It includes the following components:

  • Apple Business Chat—Enables agents to handle interactions via Apple Business Chat.
  • WeChat—Enables agents to handle interactions via WeChat.
  • Digital Messaging Server—Mediates between Genesys and various interaction sources, such as social media (Facebook and Twitter), SMS services, and other messaging services.

What's New

All 9.0 products 9.0 Messaging Applications Release Notes
Product Component Latest Starting

Messaging Applications

Apple Business Chat Plug-in for Workspace Desktop Edition

9.0.001.05

9.0.000.19

Digital Messaging Server

9.0.001.10

9.0.000.07

Genesys Driver for use with Apple Business Chat

9.0.001.06

9.0.000.24


Product Alerts

Documentation

Digital Messaging Server Guide

Learn how to deploy and use Digital Messaging Server (formerly Social Messaging Server).

Apple Business Chat

Learn how to deploy and use Apple Business Chat in your Genesys environment.

WeChat

Learn how to deploy and use WeChat in your Genesys environment.

Configuration Options

Find the latest information on configuration options for selected eServices components.

More Release Information

This page was last modified on October 28, 2018, at 05:20.