WhatsApp & FB Messenger
❓What is it?
A plug-and-play solution that unifies Genesys Web Messaging (optional), WhatsApp, and FB Messenger in one elegant contact widget. Your customers choose their preferred contact channel while you manage all interactions efficiently on Genesys Cloud.
During high-volume periods, the system can automatically shift from Web Messaging (or other real-time channels) to WhatsApp or FB Messenger—platforms where asynchronous communication is natural and expected.
👉 WhatsApp and FB Messenger Specific Features
- Initial message in TrueEngage Widget for smooth transitions (optional)
- Message tagging for routing on WhatsApp and FB Messenger channels
- Support for voice messages without agent downloads (coming soon)
👉 Enhanced Web Messaging Specific Features
- Enable agents to offer voice or video calls during chats
- Automatic chat transcript sharing
- Emoji support for natural communication 😈
- Engage visitors through animations, sounds, notifications, and quick replies
- Create and integrate pre-interaction forms with agent information display
- Quickly implement Genesys chat in mobile apps
As part of the TrueEngage platform, this plug-and-play solution also brings:
- Widget design and customization
- Combined text channels with all other available channels in one widget
- Website visitor targeting and engagement
- Conditional chat availability based on schedules and expected wait times
- Pre-interaction forms for routing and interaction context for agents
- Visitor information display for agents from:
- Cookie information
- Pre-interaction forms
- APIs
- Business user-friendly management
🎯Who is it for?
Companies using Genesys Cloud that want to:
- Offer website visitors a choice of web chat, WhatsApp and/or FB Messenger
- Shift conversations from real-time chat to asynchronous messaging during peak times
- Enhance the appearance of Genesys-powered chat on their websites
- Effortlessly manage multiple chat widgets without HTML modification
- Selectively offer chat, FB, and WhatsApp to visitors based on specific criteria
- Leverage Genesys web messaging and social platforms for lead generation
- Enhance CX by allowing agents to upgrade chats to voice or video