Genesys Cloud – Engagement source tagging for open messaging

In a future release, Genesys Cloud will add engagement source tagging to the open messaging channel so administrators can identify the original source of incoming messages. With this update, administrators select a predefined engagement source when they configure an open messaging integration. Genesys Cloud stores this information as a standardized tag rather than relying on integration names. This is a useful change because it provides consistent, non-sensitive visibility into how open messaging is used. Agents can better understand the context of a conversation, routing logic can make more informed decisions, and analytics can distinguish between different types of messaging sources. Over time, this data also enables more detailed reporting and better-informed product improvements. This change improves visibility and consistency across open messaging without exposing customer-defined integration names, while laying the groundwork for more granular reporting in the future.

What’s changing

• Required engagement source selection (optional) – When configuring an open messaging integration, administrators can select the type of integration from a predefined list, such as social media messaging, reviews, public social integrations, appfoundry solutions, or custom-built messaging solutions. 
• Standardized source visibility – Genesys Cloud applies engagement source tags consistently so downstream services, routing logic, analytics, and agents can identify and act on the true origin of an open messaging conversation.