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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 9.0

Feb. 13, 2019

  • Genesys Driver for SMS and MMS
    • The SMS channel now supports PII management as implemented by Chat Server or Privacy Manager. (MSGA-1277)
    • SMS Server now supports TLS connections to SMSC providers. (MSGA-1271)
    • 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.
      • CentOS Linux 7 (MSGA-1465)
      • Red Hat Enterprise Linux 7 (MSGA-1465)
      • Windows 2016 (MSGA-1464)
    • Support for Open JDK 8. See the Prerequisites section on the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all prerequisites. (MSGA-1670)

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:
Valid Values: log4j2.xml
Changes Take Effect: After restart


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.

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:
Valid Values: log4j2.xml
Changes Take Effect: After restart


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.

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

9.0.002.04

9.0.000.19

Digital Messaging Server

9.0.001.10

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

9.0.002.05

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.

Genesys Driver for SMS and MMS

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

Configuration Options

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

More Release Information

Retrieved from "https://docs.genesys.com/Documentation/MSGA (2019-03-19 02:37:17)"
This page was last modified on February 13, 2019, at 09:00.