Genesys Cloud - Routing and Queues - Accept and respond to message interaction
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Accept and Respond to a Message Interaction (Genesys Cloud)
Summary
Accepting and responding to a message interaction in Genesys Cloud allows agents to communicate with customers through digital messaging channels such as web messaging, SMS, WhatsApp, Facebook Messenger, or other supported messaging integrations. When a message interaction is routed to an agent through a queue, the agent can accept the interaction and reply directly from the Agent Workspace.
Messaging interactions provide an asynchronous communication experience where agents and customers can exchange messages without requiring a continuous voice connection.
Utilization
| Use Case | Description |
|---|---|
| Customer support via messaging | Agents assist customers through chat or messaging channels |
| Asynchronous conversations | Customers and agents can respond without staying continuously connected |
| Digital customer engagement | Organizations provide support through popular messaging platforms |
| Multi-interaction handling | Agents can manage multiple message interactions simultaneously |
| Queue-based routing | Messaging interactions are routed through queues similar to voice calls |
Message interactions help organizations support digital-first customer communication channels while maintaining structured queue routing and agent management.
Best Practices
| Practice | Reason |
|---|---|
| Respond promptly after accepting the interaction | Improves customer experience and response time metrics |
| Use approved response templates or quick replies | Ensures consistency and reduces response time |
| Maintain a professional tone | Messaging interactions still represent the organization's brand |
| Review the conversation history before responding | Provides context for accurate responses |
| Manage multiple interactions carefully | Prevents delayed responses and improves interaction handling |
| Use internal notes when necessary | Allows collaboration with other agents or supervisors |
Example Scenarios
Scenario 1 – Web Messaging Customer Support
Customer opens web messaging chat
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Interaction routed to support queue
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Agent receives message interaction
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Agent accepts interaction
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Agent responds to customer through messaging panel