We're excited to share that Engagement Source tagging is now available for Open Messaging integrations in Genesys Cloud!
With this feature, administrators can tag each Open Messaging integration with the original customer Engagement Source, such as Telegram, Apple Messages for Business, Google Business Profile, WhatsApp, Instagram, and more. Once configured, conversations will show clearer channel context across the agent and supervisor experience.
Key benefits:
- Faster agent context: Agents can immediately see which channel the customer is using, helping them tailor their tone and response style.
- Improved supervisor insights: Supervisors can filter and analyze Open Messaging conversations by engagement source in analytics views.
- Richer interaction records: Engagement Source details are included in interaction details, timelines, downloaded recordings, and recording exports.
We encourage you to review your Open Messaging integrations and apply the appropriate Engagement Source tag where relevant. It's a simple setup step that can make conversations easier to understand, manage, and analyze. For additional details check the attached document.
Rollout begins June 22, so keep an eye out for it in your Genesys Cloud org.
#DigitalChannels------------------------------
Mikael Cohen
Product Manager, Digital, Genesys Cloud
Genesys - Employees
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