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[+] Messaging Applications

Messaging Applications Product Alerts

Due to Apple API changes, customers who are upgrading from eServices Manager 8.5.302.02 or earlier and have existing Apple Pay structured messages must resave these messages using eServices Manager 8.5.304.10 or later to ensure they are compatible with the latest Apple release.

What's New in Messaging Applications for 9.1

March 04, 2022

  • Genesys Hub Plug-in for Workspace Desktop Edition (9.1.008.06)
    • The plugin now allows agents to send WhatsApp Interactive Messages containing List Messages or Reply Buttons using Standard Responses.
  • Genesys Driver for use with Genesys Hub (9.1.008.05)
    • The driver now supports WhatsApp Interactive Messages: List Messages and Reply Buttons.
  • Digital Messaging Server (9.1.008.08)
    • A new option, media-origin, is added to specify the media source for which a channel is configured to work.

May 25, 2021

  • Genesys Hub Plug-in for Workspace Desktop Edition (9.1.007.07)
    • The plugin now supports DMS scalability. Additionally, the plugin supports using an alternative DMS name or a channel name when an outbound session is created.
      For more information, see DMS Scalability.
    • The plugin now displays detailed information about errors that may occur during interactions. Error messages (localized) include error codes along with an option to expand the messages. Agents can expand an error message to view the detailed message which is non-localized.
    • Administrators can now control whether the chat transcript window automatically scrolls down or not whenever there is a new message.
    • Administrators can now set a timeout to indicate whether there is a delay in receiving a message or not.
    • Administrators can control whether an attachment is sent after an agent selects a file or clicks Send.
  • Genesys Driver for use with Genesys Hub (9.1.007.06)
    • The driver now supports multiple instances of Digital Messaging Server for a single channel.
    • The option, x-business-id, is discontinued.
  • Digital Messaging Server (9.1.007.05)
    • DMS now implements a scalable functional mode which can be used when a flow of inbound messages from a media channel exceeds the processing capacity of a standalone DMS. The scalable functional mode is implemented by running multiple DMS instances.
    • The option, business-id, is introduced to specify the channel business ID.

December 18, 2020

November 24, 2020

May 22, 2020

  • Genesys Hub Plug-in for Workspace Desktop Edition (9.1.005.08)
    • Agents can now send rich media notifications (also known as media message templates) during WhatsApp interactions by inserting structured messages from standard responses. Agents can also view/preview the rich media notifications in the chat transcript. For more information, see Rich media notifications.
    • Administrators can control whether an agent is allowed to send attachments in WhatsApp and Apple Business Chat interactions using three new permissions. For information on the newly added permissions, see WhatsApp Guide and Apple Business Chat Guide.
    • The audio attachment file types, M4A, MP3, OGA, and OGG, are no longer supported in WhatsApp interactions. WhatsApp deprecated support for these audio formats.
  • Genesys Driver for use with Genesys Hub (9.1.005.07)
    • The driver now supports parallel processing of ESP requests. This enhancement ensures better performance of the driver when sending ESP requests such as a ValidateContact to Genesys Hub.
    • Agents can now send rich media notifications (also known as media message templates) during WhatsApp interactions by inserting structured messages from standard responses. Agents can also view/preview the rich media notifications in the chat transcript. For more information, see Rich media notifications.
  • Digital Messaging Server (9.1.005.04)
    • DMS now supports up to 15000 concurrent chat sessions with up to 15000 agents.

December 26, 2019

  • Genesys Hub Plug-in for Workspace Desktop Edition (9.1.003.04)
    • Administrators can now enable or disable the new message blinking feature. Additionally, they can also control the duration of blinking when this feature is enabled.
    • Agents can now make use of the improved location sharing feature.
    • Support for Chat Server High Availability.
  • Genesys Driver for use with Genesys Hub (9.1.004.08)
    • Support for InviteToChat ESP request. This method allows initiation of outbound chat sessions from a strategy and sending WhatsApp notification templates to customers. It is an invitation for a customer who is using voice IVR interaction to switch to Chat or Messaging and continue the conversation.
  • Digital Messaging Server (9.1.003.10)
    • Support for High Availability using primary and backup Digital Messaging Server (DMS) configuration with multiple primary Chat Servers configured in the Connections tab in DMS. For information on configuring DMS HA, see Digital Messaging Server High Availability.
    • Support for InviteToChat ESP request. This method allows initiation of outbound chat sessions from a strategy and sending WhatsApp notification templates to customers. It is an invitation for a customer who is using voice IVR interaction or any interaction of any other media type to switch to Chat or Messaging and continue the conversation.

September 30, 2019

  • Genesys Hub Plug-in for Workspace Desktop Edition (9.1.002.07)
    • Agents can create and send Notifications from regular WhatsApp messages if the response window to send the regular messages expires after the configured timeout. For more information, see Automatic notification messages.
    • It is now possible for agents to see the transcript only for the current WhatsApp or Apple Business Chat channel.
    • Agents can now view a thumbnail that indicates the attachment type along with the attachment’s file name and size for each incoming attachment in WhatsApp and Apple Business Chat interactions.
    • Agents can now create a new session from the Interaction Search view.
    • A new queue has been introduced for post processing of new outbound interactions.
  • Genesys Driver for use with Genesys Hub (9.1.003.05) contains only resolved issues.
  • Digital Messaging Server (9.1.002.02)
    • Logging mechanism has been optimized.
    • Support for OpenJDK 11.

June 26, 2019

  • Genesys Driver for use with Genesys Hub (9.1.002.04)
    • The driver now receives and processes location information in the incoming messages.
    • The driver now supports video, audio, and document attachments in both incoming and outgoing messages.
    • A new option, x-phone-format, is added.
    • Support for OpenJDK 11.
  • Genesys Driver for use with Apple Business Chat via Hub (9.1.000.03)
    • Agents can now initiate an outbound session with their customers.
    • The following new configuration options are added:
      • msg-not-delivered
      • inbound-route-by-call
      • media-type-chat-by-call
      • x-hub-pull-reserve-time
    • Support for OpenJDK 11.
  • Genesys Hub Plug-in for Workspace Desktop Edition (9.1.001.07)
    • Support for WhatsApp inbound and outbound videos (mp4), audio files (amr, mp3, aac, m4a, ogg, opus, oga), and documents (pdf, doc, docx, ppt, pptx, xls, xlsx).
    • A new button, Create new session, is added to the WhatsApp and Apple Business Chat Interaction view to allow agents to create a new outbound session when the current session is disconnected.
    • Agents can now view location information in the incoming WhatsApp messages.
    • An agent, for example agent A, can now invite another agent (agent B) to join agent A’s current Apple Business Chat session through a conference.
    • An agent can now transfer an Apple Business Chat interaction to another agent.
    • Agents can initiate an outbound Apple Business Chat session with a past contact from the My History view.
Important
Starting with release 9.1.001.07, Apple Business Chat Plug-in for Workspace Desktop Edition is no longer a separate component. All its functionality is now available in Genesys Hub Plug-in for Workspace Desktop Edition.
  • Digital Messaging Server (9.1.001.04) contains only resolved issues.

March 27, 2019

  • Genesys Driver for use with Genesys Hub (9.1.000.02)
    This is the initial release of Genesys Driver for use with Genesys Hub, a component of Genesys Messaging Apps. This release contains the following new features:
    • Support for WhatsApp Highly Structured Messages (also known as Notifications).
    • Support for chat bots (text only).
    • Support for new outbound chat sessions that are initiated by agents.
    • Support for inbound and outbound text, emojis, and images (JPG/JPEG and PNG formats).
  • Genesys Hub Plug-in for Workspace Desktop Edition (9.1.000.03)
    This is the initial release of Genesys Hub Plug-in for Workspace Desktop Edition, a component of Genesys Messaging Apps. This release contains the following new features:
    • Agents can send WhatsApp Highly Structured Messages (also known as Notifications) to customers. Refer to the eServices Manager documentation for more information on how to create these standard responses for agents to use.
    • The plugin supports the following features:
      • Attachments (JPEG/JPG and PNG only)
      • Contact and chat history
      • Emojis
      • Receiving inbound text messages
      • Standard Response Library
      • Sending outbound messages to contacts (from history or Contact Directory)
      • Transfer to other agents or conference with another agent
      • Workbins
    • Support for ClickOnce deployment and silent install/uninstall.

What's New in Messaging Applications for 9.0

Feb. 13, 2019

  • Genesys Driver for SMS and MMS

Dec. 11, 2018

  • Apple Business Chat Plugin for Workspace Desktop Edition
    • Structured messages now support Rich Linking, which shows customers an inline preview of an image or video within the chat. This feature enables customers to view media immediately without having to click a "Tap to Load Preview" message.
    • Administrators can configure the option applebcsession.max-text-message-size to set the maximum size of the outbound text message, specified in bytes by converting the message string to UTF-8 encoding. A notification appears below the message area if the maximum value is exceeded. Some symbols, such as emojis, might require additional characters.
    • Agents now see a pending-response indicator that signifies by color (green, to yellow, to red) how much time has passed since the agent received the customer message. The interval between color changes can be set by an administrator. Refer to the Apple Business Chat Guide for more information.
    • The plugin now displays a currency symbol for all currency amounts that appear in Apple Pay forms.
    • Agents can now perform the following functions in Apple Pay forms:
      • Calculate and add tax to the total amount and shipping options
      • Add, modify, or delete shipping options
    • Support for the Windows 2016 operating system. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.

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.

applebcsession.max-text-message-size

Section: interaction-workspace
Default Value: 5000
Valid Values: Any integer from 1 to 2147483647.
Changes Take Effect: At the next interaction


Specifies the maximum size of the message in bytes.

log4j2-config-profile

Section: log
Default Value: log4j2.xml
Valid Values: log4j2.xml
Changes Take Effect: After restart


Specifies the logging configuration file used by PSDK log4j2 loggers. The file is supplied with the server and is located in the installation directory. You can control PSDK loggers by editing this file. Use the PSDK loggers to see the events that occurred during the server startup.

media-origin

Section: channel-any_name
Default Value: generic-media

Valid Values:

  • applebc-session: Apple Business Chat.
  • genesys-chat: WhatsApp.
  • fbm-session: Facebook Messenger.
  • fbp-session: Facebook Public.
  • generic-media: Other media.


Changes Take Effect: After restart
Introduced: 9.1.008.08

Specifies the name of the media source that the channel works with.

applebcsession.max-text-message-size

Section: interaction-workspace
Default Value: 5000
Valid Values: Any integer from 1 to 2147483647.
Changes Take Effect: At the next interaction


Specifies the maximum size of the message in bytes.

log4j2-config-profile

Section: log
Default Value: log4j2.xml
Valid Values: log4j2.xml
Changes Take Effect: After restart


Specifies the logging configuration file used by PSDK log4j2 loggers. The file is supplied with the server and is located in the installation directory. You can control PSDK loggers by editing this file. Use the PSDK loggers to see the events that occurred during the server startup.

media-origin

Section: channel-any_name
Default Value: generic-media

Valid Values:

  • applebc-session: Apple Business Chat.
  • genesys-chat: WhatsApp.
  • fbm-session: Facebook Messenger.
  • fbp-session: Facebook Public.
  • generic-media: Other media.


Changes Take Effect: After restart
Introduced: 9.1.008.08

Specifies the name of the media source that the channel works with.

Messaging Applications

Messaging Applications is part of the Genesys Engage Digital (eServices) platform. Messaging Applications allow agents to have chat-like conversations with users over popular messaging services, as well as SMS/MMS. It includes the following components:

  • Apple Messages for Business—Enables agents to handle interactions via Apple Messages for Business.
  • Genesys Hub plugin and driver—Enables agents to handle interactions via WhatsApp.
  • SMS and MMS—Enables agents to handle interactions via SMS and/or MMS.
  • 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.
Important
  • Genesys Engage Messaging for WeChat 9.0 entered End of Life (EOL) on April 30, 2020. It entered End of Maintenance on October 31, 2021, and reached End of Support on April 30, 2022. If you have questions, contact your account representative.
Important

The following products entered End of Life (EOL) on October 20, 2023. It enters End of Maintenance (EOM) and End of Support (EOS) on October 31, 2024.

  • Apple Business Chat Plug-in for WDE
  • Digital Messaging Server (DMS) 9.0
  • DMS Driver for Apple Business Chat 9.0
  • DMS Drivers for Facebook & Twitter 8.1 & 8.5

If you have questions, contact your account representative.

Important

All versions of Genesys SMS (8.0, 8.1, 8.5) entered End of Life (EOL) on April 22, 2024. It enters End of Maintenance (EOM) and End of Support (EOS) on on April 30, 2025. If you have questions, contact your account representative.

What's New

9.1 Messaging Applications Release Notes


All 9.x products 9.x Messaging Applications Release Notes
Product Component Latest Starting

Messaging Applications

Apple Business Chat Plug-in for Workspace Desktop Edition

9.0.002.09

9.0.000.19

Digital Messaging Server

9.1.016.05

9.0.000.07

Genesys Driver for SMS and MMS

9.0.016.02

9.0.002.07

Genesys Driver for use with Apple Business Chat via Hub

9.1.016.01

9.0.000.24

Genesys Driver for use with Genesys Hub

9.1.016.01

9.1.000.02

Genesys Hub Plug-in for Workspace Desktop Edition

9.1.016.00

9.1.000.03


Product Alerts

9.x Product Alerts

Documentation

Digital Messaging Server Guide

Learn how to deploy and use Digital Messaging Server.

Apple Messages for Business Guide

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

Genesys Driver for SMS and MMS Guide

Learn how to deploy and use the SMS/MMS driver in your Genesys environment.

WeChat Guide

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

WhatsApp Guide

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

Configuration Options Reference

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

More Release Information

Other Genesys Resources

Legal Notices

This page was last edited on June 19, 2024, at 05:49.
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