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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

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.
  • 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
  • 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


Logging configuration file used by log4j2. The file is supplied with the server and is located in the installation directory. Loggers can be controlled by editing this file.

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


Logging configuration file used by log4j2. The file is supplied with the server and is located in the installation directory. Loggers can be controlled by editing this file.

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.
  • 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.

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

9.0.002.04

9.0.000.19

Digital Messaging Server

9.1.002.02

9.0.000.07

Genesys Driver for SMS and MMS

9.0.002.07

9.0.002.07

Genesys Driver for use with Apple Business Chat via Hub

9.0.002.05

9.0.000.24

Genesys Driver for use with Genesys Hub

0.5.:9..1.

9.1.000.02

Genesys Hub Plug-in for Workspace Desktop Edition

9.1.002.07

9.1.000.03


Product Alerts

Documentation

Digital Messaging Server Guide

Learn how to deploy and use Digital Messaging Server.

Apple Business Chat Guide

Learn how to deploy and use Apple Business Chat 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

This page was last edited on October 11, 2019, at 07:50.