Genesys Cloud - Main

Hi! I'm working with a customer who is asking for delegated WhatsApp routing with Salesforce. My question is, if the agent is using the CTI Connector, are these channel capabilities still supported?

If not, which are supported?

Thanks!

#Unsure/Other

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Maria de los Angeles Paredes Piscione
Presales Manager
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Hello Maria, 

Genesys Cloud can route inbound message interactions from third-party messaging platforms (such as Facebook Messenger, WhatsApp), SMS, and Genesys Cloud web messaging. Genesys Cloud can also send outbound SMS messages.

Everything you see with a green check mark is supported within the Salesforce CTI. This is because all routing and behind the scenes work is done in Genesys Cloud. The CTI just picks it up while the agent is working in the Salesforce environment. 

Cheers, 

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Cam
Online Community Manager/Moderator
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