Documentation:PSAAS:Administrator:DCOverview:Public

Digital Channels setup

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to the Digital Channels Administrator's Guide.

Digital Channels powers your customer interactions across channels such as chat, SMS, messaging and social media. It provides a platform that enables you to grow sales, create more targeted marketing campaigns, and deliver exceptional customer service. The Digital Channels service processes, manages and archives customer and agent interactions across media.

Enabling digital channels in your contact center opens up Agent Desktop to chats from Facebook, Twitter, WhatsApp and SMS that are treated just like regular Genesys interactions. When customers communicate with your company on one of these channels, Genesys matches them against customers already in the contact database. If there's a match, the agent handling the interaction has access to all previous interactions with the contact. Until the interaction is marked Done, agents can also return to the chat conversation at any time in the future — for example, they might need to take time to find additional information for the contact or initiate a business process in your company.

Facebook

Using the Facebook channel, agents can monitor your business presence and identify and respond to online comments. Facebook Messenger direct messages and comments and replies on your company's Facebook page are monitored through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.

For more about enabling Facebook in your contact center, see Set up Facebook and Twitter.

Twitter

Using the Twitter channel, agents can monitor your business presence and identify and respond to online comments. Twitter Direct Messages and Tweets and replies on your company's Twitter page are monitored through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.

For more about enabling Twitter in your contact center, see Set up Facebook and Twitter.

WhatsApp

WhatsApp is a messaging service that enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between agents and customer contacts. Typically, a contact will send an agent a message from a mobile device or computer. These messages are captured by Genesys Engage through Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.

For more about enabling WhatsApp in your contact center, see Set up WhatsApp.

SMS

Short Message Service (SMS) is a messaging service that enables the exchange of text messages between agents and customer contact. Typically, a contact will send an agent a message from a mobile device. These messages are captured by Genesys Engage and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop.

For more about enabling SMS in your contact center, see Set up SMS.

Secure Messaging

Consumers often try to solve problems through email due to its convenience. Sometimes these problems involve sensitive information that should only be delivered to the consumer, such as transaction history or an account number. In order to make sure this information goes only to the consumer, you must have a secure login and email client that are either built in-house or provided through a third party.

Genesys' role is not to provide this secure messaging platform, but to allow our solution to work with one that you provide. Our solution sends and receives messages from your secure messaging platform and notifies the consumer when they have a new message in the secure messaging platform.

For more information about enabling Secure Messaging in your contact center, see [GSESM|Set up Secure Messaging]].