Build personal, real-time connections with web messaging

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Request a demo

Try for free

Design your solution

Engage and convert prospects with web messaging

Say goodbye to lost conversations

Give online customers in-the-moment support 24/7. Use live chat to answer questions and provide product information at the right moment.

Hear customer concerns the first time

Seamlessly transition from a self-service chatbot to a live agent while retaining full context and visibility for streamlined customer experiences.

Give your agents one tool to do it all

Keep customer service agents focused with a unified desktop. Enable them to share URLs, documents or even escalate to a phone call with just one click.

Make your agents your customers’ heroes

Proactive messaging

Chat with website visitors at the right moment based on contextual business rules. Factor in things like visitor activity, customer profiles and agent availability. Give customers the easy, omnichannel support they crave.

Asynchronous conversations

Engage customers 24/7 with persistent messaging conversations. Let them reconnect whenever they want without repeating themselves, resuming an ongoing conversation with your brand.

AI-powered bots

Automate routine or simple tasks with native or third-party bots to relieve agent stress. Get customers answers faster — or route them to an agent — with easy-to-customise automated conversation flows.

Easy setup and customisation

Activating web messaging is easy. Configure and deploy the new messenger in minutes. Make future updates without relying on your IT department.

Rich messaging experience

Use images for better context and quick replies for faster resolutions. In-app previews, file validation, emojis and animated gifs create smoother customer and agent experiences.

Omnichannel agent interface

Provide contextual and unified experiences across all messaging channels. Meet your customers where they are, including apps like WhatsApp, SMS and Facebook Messenger.

Web messaging makes for happier customers and employees

People come to your website with a goal in mind, but sometimes they need help finishing the task. Studies show that web chat has the highest satisfaction level compared to other channels. And web messaging increases the odds of turning prospects into loyal customers.

Employees see value — and embrace it, too. They can easily deploy and customise the messenger on any website with limited IT involvement. And you’ll see improved efficiency and optimised staffing as agents handle multiple asynchronous conversations that become better distributed over time.

15–30%

greater agent productivity with asynchronous web messaging versus traditional live chat functionality alone

The Case for Asynchronous Messaging Report, Forrester, 2020

Experience Success. Together.

Genesys Recognised by Gartner® as a Leader in the August
2021 Magic Quadrant™️ for Contact Centre as a Service

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Connect with customers on a channel they love — day or night

Customers expect in-the-moment answers to their questions and solutions to their problems. Use chatbots to proactively reach out at critical moments and help them get what they want. Or, allow customers to start or continue a conversation at any time — even when live agents aren’t online.

Make messaging part of the larger conversation

Offering more channels means managing more complexity. To do it right, choose a solution where web messaging is part of an all-in-one, omnichannel application and open platform — not a standalone solution. That means there’s one agent desktop and one agent schedule across all channels. There’s a single source for data and reporting — and one administration for customisation, business flow logic and third-party integrations.

Engage customers with confidence

Trigger conversations at the right moment based on business rules, such as customer behaviour, agent availability, and customer profile or segmentation. With Genesys, agents see your website visitors’ profiles and conversation history, all in a single view with no need to open different tabs.

Pause and pick up conversations

Giving customers the ability to pause and resume conversations makes interacting with your brand more convenient. Create happier, more satisfied customers by making those conversations persistent, no matter what device or channel they use. Deliver informed, in-the-moment customer support no matter the hour.

Secure business and customer data over chat

Handle sensitive information via live chat without hesitation. Genesys uses Hypertext Transfer Protocol Secure (HTTPS) and Transport Layer Security (TLS) to secure and support conversations. Personally identifiable information can be detected and masked in real time so transcripts don’t contain sensitive information.

When we saw the need to add more channels, we started the search for a versatile platform with the capacity to manage the omnichannel ecosystem… After a year, we are convinced that choosing Genesys was the right way to go.

— Damián Cruz, Digital Channel Consultant, Banco Solidario

Read the story

Get asynchronous messaging features on a solution that works for you

Genesys Cloud CX

Customise and deploy as needed

With the Genesys Cloud CX™ platform, you’ll gain the power of live chat and asynchronous messaging. Deploy features and modify chat functionality as business requirements change. Leverage artificial intelligence (AI) chatbots and image attachments, and easily launch the new Genesys Messenger on your websites.

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Genesys Multicloud CX

Integrate extra levels of complexity

Deploy live chat and asynchronous messaging in any environment, including complex multicloud architectures. Genesys Multicloud CX™ Advanced Chat offers added control, including enhanced chat performance metrics and adaptive agent capacity rules to suit complex workloads.

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Genesys DX

Enable agents to focus on complex enquiries

Seamlessly improve your customer experience with the Genesys DX™ solution. Easily handle routine queries from third-party messaging apps. Enable your agents to focus their time and efforts on more complex enquiries, delivering better experiences across interactions.

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See what else you can do with Genesys

Chatbots

Co-Browse and Screen Share

Digital sales and service automation

Knowledge management tools

Predictive Web Engagement

SMS messaging

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Take your customer experience to the next level with web messaging

See what matters most to millennial agents for creating a more satisfying workplace.

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Build a contact centre that meets your unique business needs with this interactive resource.

Design your solution

Put bots to work to improve FCR, keep up with call volume and more.

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Discover Forrester insights on post-pandemic priorities and emerging trends.

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Our software makes it easy to strike up a conversation

Request a free demo today. You’ll see how our cloud contact centre software makes it easy to digitally enable your brand with web messaging. Take the first step toward personalising your online experience with asynchronous messaging on a channel your customers prefer.

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About Genesys

Every year, Genesys^® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty.