Chat & Messaging Configuration
| Topic | Detail |
|---|---|
| Navigation | Menu → Digital and Telephony → Message → Platform Integrations |
| Purpose | Connect third-party messaging channels (WhatsApp, Facebook, Instagram, SMS, LINE, X/Twitter, Apple Messages) to Genesys Cloud ACD routing |
| Routing Engine | All messaging interactions route through Architect Inbound Message Flows |
| Conversation Grouping | Multiple messages from the same customer within 72 hours are grouped into a single interaction |
✅ Verified against Genesys Cloud Resource Center — March 2026
Overview — ACD Messaging
Genesys Cloud ACD messaging enables agents to send and receive interactions from messaging channels like Facebook Messenger, X (Twitter) DM, LINE, WhatsApp, SMS, web messaging, and open messaging. Messages work like other interaction types — you can set alerting timeouts, service levels, use scripts, and view analytics.
Key behaviors:
- Genesys Cloud attempts to route message replies to the last handling agent.
- Messages are asynchronous but Genesys Cloud groups multiple messages into a single interaction if they occur within 72 hours — allowing the same agent to handle all messages in the conversation and see the interaction history.
- Agents complete wrap-up on each portion of a multi-message interaction.
Supported Messaging Channels
| Channel | Type | Notes |
|---|---|---|
| Web Messaging | Native Genesys | Persistent/async — configured via Messenger Deployments (see Widgets page) |
| SMS | Native | Requires provisioned DID or Short Code in SMS Inventory |
| WhatsApp Business | Third-party | Requires Meta Business Manager account + voice/SMS number ownership |
| Facebook Messenger | Third-party | Requires a Business Facebook page with Messenger enabled |
| Instagram DM | Third-party | Requires a business Instagram account |
| X (Twitter) DM | Third-party | Requires a registered X business handle |
| Apple Messages for Business | Third-party | Separate ACD setup required |
| LINE | Third-party | Supported via API/professional services |
| Open Messaging | Custom API | Connects any custom channel via outbound notification webhook |
Platform Integration Setup
All third-party messaging channels are configured from a central location:
You can create and manage integrations for the following platforms: Apple Messaging for Business, Direct Messaging, Facebook, Instagram Social Listening, WhatsApp, and X (Twitter). All integrations can be managed and updated from the centralized Messaging Platforms page.
WhatsApp Configuration
Prerequisites
- Meta Business Manager account — business must be verified with Meta
- A voice or SMS number provisioned and owned by the customer (not Genesys)
- Customer retains ownership of the number while the WhatsApp account is active
Setup Path
Key WhatsApp Rules
| Rule | Detail |
|---|---|
| 24-hour response window | Agents must reply within 24 hours of the customer's last message |
| After 24 hours | Only Message Templates (pre-approved by Meta) can be sent — free-text responses are blocked |
| Opt-in requirement | Meta requires explicit customer opt-in before outbound WhatsApp messages can be sent — captured via IVR, website, or SMS |
| Outbound throughput | Up to 18,000 messages/minute for outbound campaigns; up to 3,000 messages/minute for agentless API messages (as of February 2026) |
| Voice notes | Agents can play back, record, and download .ogg voice note files within WhatsApp conversations |
Facebook Messenger Configuration
Prerequisites
- A business Facebook page with Messenger enabled
- Facebook Business account
Setup Path
Instagram Direct Message Configuration
Prerequisites
- A business Instagram account linked to a Facebook Business page
Setup Path
X (Twitter) Direct Message Configuration
Prerequisites
- A registered X (Twitter) business handle
Setup Path
Open Messaging (Custom Channels)
Open Messaging allows connection to any custom messaging platform not natively supported by Genesys Cloud — such as Telegram, WeChat, custom apps, or proprietary enterprise messaging tools.
| Feature | Detail |
|---|---|
| Method | Outbound Notification Webhook — Genesys sends and receives messages via your middleware |
| Middleware | Customer is responsible for building and maintaining middleware between Open Messaging and the external platform |
| Routing | Full ACD routing, skills, queues, and analytics apply like any native channel |
Routing Architecture for All Messaging Channels
All messaging channels — without exception — route through Architect Inbound Message Flows before reaching an agent.
Customer sends message (WhatsApp / FB / SMS / etc.)
↓
Platform Integration receives message
↓
Architect Inbound Message Flow
├── Bot automation (optional)
├── Customer identification
├── Data collection
└── Transfer to ACD Queue
↓
Agent receives interaction
Character Limits by Channel
Message composition supports channel-specific character limits: WhatsApp and web messaging (4,000), Facebook (2,000), Instagram (1,000), SMS (160/765), and Apple Messages for Business (2,000).
| Channel | Character Limit |
|---|---|
| 4,000 | |
| Web Messaging | 4,000 |
| Facebook Messenger | 2,000 |
| Apple Messages for Business | 2,000 |
| Instagram DM | 1,000 |
| SMS (standard segment) | 160 |
| SMS (Unicode/extended) | 765 |
File Attachments by Channel
| Channel | Supported Formats | Max Size |
|---|---|---|
| JPG, PNG, GIF, PDF, voice notes (.ogg) | Platform limit | |
| Facebook Messenger | JPG, PNG, GIF | Platform limit |
| Apple Messages for Business | Multiple formats | 100 MB |
| Web Messaging | JPG, PNG, GIF | Platform limit |
Multiple file attachments are sent as individual messages — not bundled.
Agent Behavior — Messaging Interactions
| Feature | Detail |
|---|---|
| Conversation history | Agents see prior bot and agent conversation transcripts |
| Delivery status | Pending / Delivered / Failed indicators per message |
| Canned responses | Available in all messaging channels |
| Voice notes | WhatsApp only — agents can record, play back, and download |
| Data filtering | From February 2026 — outbound messages can be checked against admin-defined content filters (profanity, regex patterns) |
| Authentication indicator | Green shield shown for authenticated web messaging sessions |
Customer Responsibilities
When integrating third-party messaging channels, the customer (not Genesys) is responsible for:
| Responsibility | Detail |
|---|---|
| Platform accounts | Owning and maintaining all third-party business accounts (Meta, X, Instagram) |
| Number ownership | WhatsApp phone numbers are owned by the customer, not Genesys |
| Meta Business Verification | Required before WhatsApp can be activated |
| Terms of Service compliance | Must adhere to each platform's messaging terms and policies |
| Open Messaging middleware | Custom channel integrations require customer-built middleware |
Interview Cheat Sheet
| Question | Answer |
|---|---|
| Where are messaging platform integrations configured? | Menu → Digital and Telephony → Message → Platform Integrations |
| How long before messages from the same customer are grouped? | 72 hours |
| What happens with WhatsApp after 24 hours? | Free-text replies are blocked — only pre-approved Message Templates can be sent |
| What is the WhatsApp outbound campaign throughput limit? | 18,000 messages per minute (February 2026) |
| What is Open Messaging used for? | Connecting custom or unsupported channels via webhook + customer middleware |
| Who owns the WhatsApp phone number? | The customer — not Genesys |
| What is the SMS character limit per standard segment? | 160 characters |
| What routes all messaging interactions? | Architect Inbound Message Flows |
| What is the file attachment limit for Apple Messages for Business? | 100 MB |
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