Jnabuurs

Genesys Messaging Applications Overview

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Messaging applications are the web and mobile applications that customers use to engage in chat interactions. If you want your agents to engage with customers via any web or mobile messaging application or any social media channel, you’ll need to install, deploy, and configure a series of Genesys and third-party components. This article walks you through the entire process.

The supported chat channels (messaging applications) are as follows:

• WhatsApp
• WeChat
• Apple Business Chat
• SMS/MMS

While the set-up, installation, and deployment of these channels involve the same general process, there are some difference in terms of drivers and plug-ins that you need to install and configure to get up and running.

Install, Deploy, and configure Digital Messaging Server

No matter which channel you end up choosing, the first thing you need to do is get Digital Messaging Server up and running in your environment. This page walks you through the deployment process.

When you're finished, you can start setting up the social media and/or chat channels, as described in the sections below.

Create and deploy a WhatsApp channel

Follow the steps described in the table below in chronological order to create and deploy a WhatsApp channel.

Step	Documented procedures
Create a Genesys Hub account	Create a Genesys Hub account
Create the channel in Genesys Hub	Creating a WhatsApp channel.
Register the channel with Genesys	Registering a WhatsApp channel
Activate the channel	Activating a WhatsApp channel.
Set up your business profile (Optional)	Add a WhatsApp business profile.
Install the channel driver	Install the channel driver
Configure Genesys Driver for use with Genesys Hub	Configuration options for Genesys Driver for use with Genesys Hub
Configure Chat Server	Configure Chat Server
Deploy and configure Genesys Hub Plug-in for Workspace Desktop Edition	Configure Genesys Hub Plug-in for Workspace Desktop Edition

For information on how agents handle WeChat interations, refer to the Using the WeChat Plugin for Workspace Desktop Edition article.

Deploy a WeChat channel

Once you've set up your WeChat account, follow the steps in the table below in chronological order to deploy the WeChat channel.

Step	Documented procedures
Install Genesys Driver for Use with WeChat	Should there should be instructions similar to the Install the Driver instructions for the WhatsApp channel, found on this page? Install the channel driver
Configure Genesys Driver for Use with WeChat	Configuration Options for Genesys Driver for Use with WeChat
Configure Chat Server	Configure Chat Server
Deploy and configure WeChat Plug-in for Workspace Desktop Edition	Configure WeChat Plug-in for Workspace Desktop Edition

For information on how agents handle WeChat interations, refer to the Using the WeChat Plugin for Workspace Desktop Edition article.