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Digital Channels setup
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.
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.
Using Genesys Social Engagement on Facebook, 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. Routing with a Designer application ensures that the right person handles the customer message, whether it is an inquiry about a new business opportunity or a negative comment that you want to react to immediately.
Handling contacts using Workspace Agent Desktop's Facebook channel improves customer experience by providing a consistent journey across all channels. Genesys Social Engagement identifies the contact and matches them against customers already in the contact database so the agent can access all previous interactions with the contact.
For more about enabling Facebook in your contact center, see Set up Facebook and Twitter.
Using Genesys Social Engagement on Twitter, 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 Genesys Hub and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop. Routing with a Designer application ensures that the right person handles the customer message, whether it is an inquiry about a new business opportunity or a negative comment that you want to react to immediately.
Handling contacts using Workspace Agent Desktop's Twitter channel improves customer experience by providing a consistent journey across all channels. Genesys Social Engagement identifies the contact and matches them against customers already in the contact database. When a Direct Message, Tweet, or reply is directed to an agent, they have access to all previous interactions with the contact.
For more about enabling Twitter in your contact center, see Set up Facebook and Twitter.
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 PureEngage through [[GSEHub|Genesys Hub] and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop. Routing with a Designer application ensures that the right person handles the customer message, whether it is an inquiry about a new business opportunity or a negative comment that you want to react to immediately.
For more about enabling WhatsApp in your contact center, see Set up WhatsApp.