We're excited to announce Agentless Outbound Messaging for Web Messaging - helping organizations proactively send important customer updates in Web Messaging conversations without involving an agent.
With this release, organizations can send text-based Web Messaging notifications through the Agentless API from backend systems, Architect flows, bot flows, workflow flows, or data actions.
These messages are delivered directly into the customer's Web Messaging conversation, added to the conversation history, and visible in transcripts for agents and supervisors.
The result: a more flexible outbound messaging experience that helps organizations notify customers at the right moment while preserving conversation context.
Why it matters
Customers expect timely, relevant updates - especially when they are waiting for confirmations, reminders, service alerts, or follow-up information.
Without agentless outbound messaging, organizations often need an agent interaction or a separate communication channel to send proactive updates. Agentless Outbound Messaging for Web Messaging allows organizations to send relevant messages directly into an existing Web Messaging session, helping customers stay informed without requiring an agent to manually join the conversation.
This creates a more seamless digital experience while keeping the customer conversation centralized in Genesys Cloud.
What's new
Agentless notifications for Web Messaging
Organizations can now send outbound Web Messaging notifications without assigning the conversation to an agent.
Messages can be sent from:
- βοΈ Backend systems based on triggered events
- π§ Architect inbound flows
- π€ Bot flows
- π Workflow flows
- π Data actions
This enables organizations to automate common customer updates, such as appointment reminders, order updates, service notifications, case follow-ups, or next-step instructions.
API-based outbound messaging
Agentless Outbound Messaging uses the Agentless API to send messages into Web Messaging conversations.
For Web Messaging, the API request identifies the target customer and session using the Web Messaging deployment and the customer's external contact ID.
Supported message content includes:
- β
Text messages
- β
Web Messaging-supported text formatting
Note: Attachments are not supported in this release.
Support for active and inactive conversations
Agentless Outbound Messaging can add messages to an existing Web Messaging conversation or create a new conversation when an eligible Web Messaging session exists.
Organizations can control how the API behaves when an active conversation is already in progress by using the useExistingActiveConversation option.
- β
When enabled, Genesys Cloud can add the outbound message to the existing active conversation.
- β οΈ When disabled, Genesys Cloud prevents the outbound message from being added to an active conversation and returns an error instead.
This gives organizations more control over how proactive messages are introduced into the customer experience.
Messages available in conversation history
Outbound messages sent through Agentless Outbound Messaging become part of the Web Messaging conversation history.
When a customer is online, the message appears in the active Web Messaging experience. If the customer has multiple active browser tabs, devices, or connections associated with the same session, the message is delivered across those active connections.
When the customer is offline, the message is added to the conversation history and is available when the customer reconnects.
Transcript visibility for agents and supervisors
Agentless outbound messages are visible in the conversation transcript.
Agents can review the message in the customer's conversation history, giving them helpful context if the customer later continues the conversation or is routed to an agent.
Supervisors can also view the outbound message content in transcript views and downloadable transcripts, helping maintain visibility and accountability across customer interactions.
Humanized presentation when enabled
When Humanize is enabled, Agentless Web Messaging notifications are presented as bot messages with participant data.
This helps keep the customer experience consistent with other automated interactions and makes it clearer when a message was sent by an automated experience rather than by a human agent.
Session and conversation continuity
When an agentless outbound message is successfully delivered, Genesys Cloud adds the message to the conversation and resets the relevant inactivity and session timers.
If multiple active sessions are linked to the customer, Genesys Cloud sends the notification to the most recently active session.
This helps preserve continuity while ensuring the outbound message reaches the most relevant customer session.
Key benefits
For customers
- Timely updates delivered directly in Web Messaging
- A consistent conversation experience across proactive and reactive interactions
- Access to outbound messages in conversation history after reconnecting
- Clear sender identification and timestamps
- Continued context if the conversation later reaches an agent
For admins and experience teams
- More flexibility to design proactive digital engagement journeys
- Ability to automate service updates, reminders, and follow-ups
- Centralized conversation history for inbound and outbound interactions
- Support for Humanize configuration when presenting automated messages
- Greater consistency across Web Messaging experiences
For developers
- API-based support for sending Web Messaging notifications
- Ability to trigger messages from backend systems and Genesys Cloud data actions
- Support for both authenticated and non-authenticated Web Messaging sessions
- Configurable behavior for active conversations using
useExistingActiveConversation
- Text message support up to 4,000 characters
- Built-in validation for unsupported content, message size, session availability, and rate limits
Example use cases
Agentless Outbound Messaging for Web Messaging can support many proactive engagement scenarios, including:
- π
Appointment reminders
- π¦ Order status updates
- π Delivery notifications
- β οΈ Service interruption notices
- π³ Payment or billing reminders
- π Case follow-up messages
- π Post-interaction instructions
- π Re-engagement after a previous Web Messaging conversation
Ready to get started?
Agentless Outbound Messaging for Web Messaging helps organizations send timely, automated updates while keeping the customer conversation in one place.
To get started:
- Review your Web Messaging deployment.
- Confirm your customer identification strategy using external contact IDs.
- Configure your backend systems or Genesys Cloud data actions to send outbound messages through the Agentless API.
Visit the Help Center article or technical documentation for further details.
Join the Genesys Community to share how you plan to use Agentless Outbound Messaging for Web Messaging and connect with others building more proactive digital customer experiences.
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David
Senior Product Manager, Genesys Cloud Mobile
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