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 Navigate to Menu → Digital and Telephony → Message → Platform Integrations Click Add Integration → WhatsApp Use the WhatsApp Embedded Signup Flow to connect via Meta Business Manager Link the provisioned phone number to the integration Configure the integration name and routing settings 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 Navigate to Menu → Digital and Telephony → Message → Platform Integrations Click Add Integration → Facebook Authenticate with your Facebook Business account Select the Facebook page to connect Assign an Architect Inbound Message Flow Instagram Direct Message Configuration Prerequisites A business Instagram account linked to a Facebook Business page Setup Path Navigate to Menu → Digital and Telephony → Message → Platform Integrations Click Add Integration → Instagram Authenticate via Facebook Business Manager (Instagram is connected through Meta) Select the Instagram account Assign an Architect Inbound Message Flow X (Twitter) Direct Message Configuration Prerequisites A registered X (Twitter) business handle Setup Path Navigate to Menu → Digital and Telephony → Message → Platform Integrations Click Add Integration → X (Twitter) Authenticate with your X business account 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