Agentless web messaging notifications

AI-generated summary

Genesys Cloud enables agentless web messaging notifications, allowing organizations to send automated messages to customers through existing web messaging conversations without agent involvement. The feature supports multiple license types (CX 2, CX 3, CX 4, CX 2 Digital, CX 3 Digital, or CX 1 WEM Add-on II) and requires an active web messaging configuration, OAuth client credentials, an existing customer session, and the associated external contact ID. Agentless web messaging notifications deliver service updates, reminders, confirmations, and follow-up messages that integrate seamlessly into customer conversation histories and transcripts. The system automatically routes notifications from backend systems, data actions, and Architect voice, bot, and workflow flows to the appropriate web messaging conversation. Implementation occurs through two primary methods: triggered events from backend systems and Architect flows. For event-triggered notifications, administrators create or use existing OAuth clients to generate access tokens, then call the agentless API endpoint with parameters including message type (Web Messaging), deployment ID, external contact ID, and message text. For Architect-based notifications, administrators create data actions that call the WhatsApp notification API and integrate them within Architect flows. Access to agentless web messaging notifications is provided through the public Conversation API and Agentless messages documentation in the Developer Center.

PrerequisitesClick to expand

Agentless web messaging notifications let you send messages to customers without involving an agent. Genesys Cloud automatically sends these notifications to an existing web messaging conversation from backend systems, data actions, and Architect voice, bot, and workflow flows.

Use agentless web messaging notifications to send service updates, reminders, confirmations, or follow-up messages. The notifications appear in the customer’s existing web messaging conversation and become part of the conversation history and transcript.

Access agentless web messaging notifications using a public API. For more information, see the Conversation API and Agentless messages page in the Developer Center.

Trigger events

To configure agentless web messaging notifications based on triggered events from backend systems:

Create or use an existing OAuth client.
Use your OAuth client credentials to generate an access token.
Use the token to call the agentless API endpoint.
In the API request, set the message type to Web Messaging and provide the web messaging deployment ID, external contact ID, and message text.

Architect flows

To configure agentless web messaging notifications from an Architect flow:

Create a data action that calls the WhatsApp notification API. For more information, see About the Genesys Cloud data actions integration.
Use that data action within the flow. For more information, see Use data actions in Architect for integrations.

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