Genesys Cloud - Main

Hello community, 

In most western countries (outside USA) people using WhatsApp almost exclusively compared to SMS.

So, in the Send Message menu, when placing new Digital Conversation, we want the WhatsApp channel to appear first and be the default channel.

So, the Agent doesn't need to select WhatsApp manually in every new call

Does someone know if we can somehow do it?

Many thanks in advance.

Hi Shahar

I believe that's not possible.
I remember once looking for/trying a way to do that, but too I didn't open a Care Genesys ticket to find out.

Let's see if anyone knows if it's possible to adjust, but I'm 99% sure it's not. Hopefully, the 1% will help us.

Hello community, 

In most western countries (outside USA) people using WhatsApp almost exclusively compared to SMS.

So, in the Send Message menu, when placing new Digital Conversation, we want the WhatsApp channel to appear first and be the default channel.

So, the Agent doesn't need to select WhatsApp manually in every new call

Does someone know if we can somehow do it?

Many thanks in advance.

Hi Shahar

I believe that's not possible.
I remember once looking for/trying a way to do that, but too I didn't open a Care Genesys ticket to find out.

Let's see if anyone knows if it's possible to adjust, but I'm 99% sure it's not. Hopefully, the 1% will help us.

Hello community, 

In most western countries (outside USA) people using WhatsApp almost exclusively compared to SMS.

So, in the Send Message menu, when placing new Digital Conversation, we want the WhatsApp channel to appear first and be the default channel.

So, the Agent doesn't need to select WhatsApp manually in every new call

Does someone know if we can somehow do it?

Many thanks in advance.

Hey Kaio

Many thanks for submitting Idea for this, I Voted 👍

For anyone else who might want to vote, here is the link to the Idea:

https://genesyscloud.ideas.aha.io/ideas/EPUS-I-199

Thanks, and best regards,

Hi Shahar

I believe that's not possible.
I remember once looking for/trying a way to do that, but too I didn't open a Care Genesys ticket to find out.

Let's see if anyone knows if it's possible to adjust, but I'm 99% sure it's not. Hopefully, the 1% will help us.

Hello community, 

In most western countries (outside USA) people using WhatsApp almost exclusively compared to SMS.

So, in the Send Message menu, when placing new Digital Conversation, we want the WhatsApp channel to appear first and be the default channel.

So, the Agent doesn't need to select WhatsApp manually in every new call

Does someone know if we can somehow do it?

Many thanks in advance.

Hi Shahar

I believe that's not possible.
I remember once looking for/trying a way to do that, but too I didn't open a Care Genesys ticket to find out.

Let's see if anyone knows if it's possible to adjust, but I'm 99% sure it's not. Hopefully, the 1% will help us.

Hello community, 

In most western countries (outside USA) people using WhatsApp almost exclusively compared to SMS.

So, in the Send Message menu, when placing new Digital Conversation, we want the WhatsApp channel to appear first and be the default channel.

So, the Agent doesn't need to select WhatsApp manually in every new call

Does someone know if we can somehow do it?

Many thanks in advance.

Hi Shahar

I believe that's not possible.
I remember once looking for/trying a way to do that, but too I didn't open a Care Genesys ticket to find out.

Let's see if anyone knows if it's possible to adjust, but I'm 99% sure it's not. Hopefully, the 1% will help us.

Hello community, 

In most western countries (outside USA) people using WhatsApp almost exclusively compared to SMS.

So, in the Send Message menu, when placing new Digital Conversation, we want the WhatsApp channel to appear first and be the default channel.

So, the Agent doesn't need to select WhatsApp manually in every new call

Does someone know if we can somehow do it?

Many thanks in advance.