# 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:

`Menu → Digital and Telephony → Message → Platform Integrations`

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
1. Navigate to `Menu → Digital and Telephony → Message → Platform Integrations`
2. Click **Add Integration → WhatsApp**
3. Use the **WhatsApp Embedded Signup Flow** to connect via Meta Business Manager
4. Link the provisioned phone number to the integration
5. Configure the integration name and routing settings
6. Assign an **Architect Inbound Message Flow** to handle routing

### 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
1. Navigate to `Menu → Digital and Telephony → Message → Platform Integrations`
2. Click **Add Integration → Facebook**
3. Authenticate with your Facebook Business account
4. Select the Facebook page to connect
5. Assign an **Architect Inbound Message Flow**

---

## Instagram Direct Message Configuration

### Prerequisites
- A business Instagram account linked to a Facebook Business page

### Setup Path
1. Navigate to `Menu → Digital and Telephony → Message → Platform Integrations`
2. Click **Add Integration → Instagram**
3. Authenticate via Facebook Business Manager (Instagram is connected through Meta)
4. Select the Instagram account
5. Assign an **Architect Inbound Message Flow**

---

## X (Twitter) Direct Message Configuration

### Prerequisites
- A registered X (Twitter) business handle

### Setup Path
1. Navigate to `Menu → Digital and Telephony → Message → Platform Integrations`
2. Click **Add Integration → X (Twitter)**
3. Authenticate with your X business account
4. Assign an **Architect Inbound Message Flow**

---

## 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 |
|---|---|
| WhatsApp | 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 |
|---|---|---|
| WhatsApp | 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 |