Digital Channels

Digital Channels powers your customer interactions across digital channels including chat, SMS, messaging, social media and more. 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, and to workitems from third-party sources that are treated just like regular Genesys interactions.

Continuing the conversation

https://docs.genesys.com/Documentation/PSAAS/latest/Agent/ADChat

Facebook

Agents https://docs.genesys.com/Documentation/PSAAS/latest/Agent/ADFacebook

Admins https://docs.genesys.com/Documentation/PSAAS/latest/Administrator/GSEFacebookTwitter

Twitter

Agents https://docs.genesys.com/Documentation/PSAAS/latest/Agent/ADTwitter

Admins https://docs.genesys.com/Documentation/PSAAS/latest/Administrator/GSEFacebookTwitter

WhatsApp

Agents https://docs.genesys.com/Documentation/PSAAS/latest/Agent/ADWhatsApp

Admins https://docs.genesys.com/Documentation/PSAAS/draft/Administrator/GSEWhatsApp

SMS

Agents https://docs.genesys.com/Documentation/PSAAS/latest/Agent/ADSMS

Admins https://docs.genesys.com/Documentation/PSAAS/draft/Administrator/GSESMS

Genesys Task Routing

Agents https://docs.genesys.com/Documentation/PSAAS/latest/Agent/ADWorkitems

Admins https://docs.genesys.com/Documentation/PSAAS/latest/Administrator/GTROverview

Route chat and workitems to the right agents

https://docs.genesys.com/Documentation/PSAAS/latest/Administrator/Designer

See how agents handle chats and workitems

Chat https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/HRCXIChatReports

GTR https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/HRCXITaskRoutingReports