Digital Channels

Digital Channels powers your customer interactions across digital channels including 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.

Continuing the conversation

In most cases, when agents receive chat interactions in Agent Desktop, they exchange messages with the customer, one of the participants ends the chat session and the interaction is over. However, sometimes an agent needs to continue a chat conversation. Perhaps they had to take time to find additional information for the contact or initiate a business process in your company before continuing the conversation.

When you enable asynchronous chat, agents can return to the chat conversation at any time in the future until the session is marked Done. This feature is available for standard chat, as well as Facebook, Twitter, WhatsApp and SMS.

Contact your Genesys representative to enable this feature.