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Set up WhatsApp

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Genesys Digital Channels enables you to integrate WhatsApp into Agent Desktop. The WhatsApp messaging service enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between your agents and customers.

After you complete the steps on this page, you can treat WhatsApp communications like any other Genesys interaction. For example, you can messages to the best-skilled agent using a Designer application. Reporting is also available through Genesys CX Insights.

1. Configure channels in Genesys Hub

Contact your Genesys representative to access Genesys Hub and then complete the steps on Integrating with Genesys Hub to setup your connection WhatsApp.

2. Enable Digital Shared Services

Work with your Genesys representative to enable service channels in Agent Setup to connect to the channels you created in Genesys Hub. Later when you create a Designer application to route social media interactions, it will pull the data from these channels.

3. Configure Agent Desktop

You should go through the normal process to configure any necessary desktop options for the agents in your contact center, in particular Chat options. See the Agent Setup documentation for more information.

4. Create a Designer application

Create a Designer application to route WhatsApp interactions to the right agents. Note: You should see the service channel you created in step 2 listed under Manage Digital Endpoint in Designer.

Related documentation

See how users handle WhatsApp interactions in Agent Desktop: WhatsApp for agents and WhatsApp for supervisors.

This page was last edited on October 2, 2020, at 12:32.


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