Agentless web messaging notifications

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.