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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:
- 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.