{"id":596326,"date":"2025-09-30T00:15:02","date_gmt":"2025-09-30T07:15:02","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=capabilities&p=596326"},"modified":"2025-12-25T15:34:46","modified_gmt":"2025-12-25T23:34:46","slug":"messaging-apps","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-gb\/capabilities\/messaging-apps","title":{"rendered":"Messaging Apps"},"content":{"rendered":"

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Messaging Apps<\/h1>\n

Deliver faster, more personalised experiences by meeting customers where they are on WhatsApp and other popular messaging apps<\/p>\n

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Begin<\/a>Get a demonstration<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Engage customers directly on WhatsApp and other messaging platforms<\/h2>\n

Proactively contact your customers with the important information you need them to know, right when you need it. Effortlessly connect with customers on all of their favourite messaging apps, on desktop and mobile devices alike. Deliver consistent, personalised experiences across all channels from one unified platform.[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes”][vc_column width=”1\/3″ el_class=”order-md-1 order-5″][vc_column_text css=””]<\/p>\n

Meet customers where they are<\/h3>\n

Utilise apps like WhatsApp and Apple Messages for Business to enhance customer experience, making interactions more accessible and convenient.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Streamline conversations across apps and channels<\/h3>\n

The Genesys Cloud\u2122 platform enables consistent, context-rich conversations, even when customers switch between platforms or escalate to voice or web chat.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Automate and scale engagements<\/h3>\n

Artificial intelligence (AI)-powered bots and messaging handle simple tasks and route complex issues to agents \u2014 boosting efficiency and customer experience.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column width=”1\/2″][vc_single_image image=”593091″ alignment=”center” css=””][\/vc_column][vc_column width=”5\/12″ offset=”vc_col-sm-offset-1″][vc_column_text css=””]<\/p>\n

Power fluid CX through popular messaging apps<\/h2>\n

Deliver fast, personalised customer experiences across WhatsApp, Apple Messages for Business, Facebook Messenger and more.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Optimise agent experience<\/h3>\n

Simplify Agent workflows by routing queues from WhatsApp, Apple Messages for Business, chat, email, social media, SMS text messages and more into a single unified, streamlined workspace.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Deliver a rich messaging experience<\/h3>\n

Use images, PDFs and more for better context, quick replies, cards and carousels. Rich media elements can also refine conversations, drive resolution and simplify user experiences.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Drive engagement with proactive campaigns<\/h3>\n

Launch targeted outbound campaigns to reach customers with timely, personalised messages and easily route replies to bots or Agents \u2014 enabling a smooth, end-to-end experience.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Enable scalable self-service<\/h3>\n

Utilise AI-powered bots to automate common tasks, guide users through self-service journeys, and reduce the load on live agents \u2014 without sacrificing customer satisfaction.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Auto-summarise interactions<\/h3>\n

Use Generative AI to automate transcript creation over direct messaging and other channels. Make transcripts available to Agents so they have the pulse on prior interactions.[\/vc_column_text][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Utilise open messaging APIs<\/h3>\n

Extend Genesys capabilities to more channels, including custom-built messaging apps and review sites, using open messaging APIs to unify Agents, analytics and data in one system.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=”5\/12″][vc_column_text ct_style=”stat” css=”” ct_stat_link=”url:%2Fen-gb%2Fresources%2Fstate-of-cx|title:%E2%80%9CThe%20State%20of%20Customer%20Experience%2C%E2%80%9D%20Genesys%2C%202025″]<\/p>\n

38%<\/p>\n

of consumers already use messaging apps for customer service, and 22% have it as their preferred method of communication<\/p>\n

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Meet the wants and needs of your customers<\/h2>\n

Whether it\u2019s proactively through an app like WhatsApp or reactively through Apple Messages for Business, today\u2019s customer wants to be able to converse directly with your brand. Provide information, answer questions and more with powerful messaging technology.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section par_bg=”enable” background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D” el_class=”bg-cover bg-center bg-norepeat” css=”.vc_custom_1757616123206{background-image: url(https:\/\/www.genesys.com\/media\/messaging-app-bg-2025.png?id=593119) !important;}”][vc_row r_gutter_size=”gutter-small” background_color=”bgc-glass” equal_height=”yes” el_class=”py-3 px-1 px-lg-3 rounded mt-0″][vc_column width=”7\/12″][vc_column_text css=””]<\/p>\n

Bring your customer service skills to where your customers are<\/h2>\n

Instead of cobbling together cumbersome, expensive solutions, easily serve customers on the communication channels they love most. Expand channel support to WhatsApp and other messaging solutions whilst increasing efficiency by consolidating customer care. It\u2019s fast and easy to get up and running using a streamlined process for integration that you can implement yourself.[\/vc_column_text][\/vc_column][vc_column el_class=”mt-2″][vc_row_inner][vc_column_inner width=”1\/3″]

Unified agent experience<\/h3>\n

Agents manage WhatsApp, Apple Messages for Business and other messaging apps alongside voice, live chat and email \u2014 all from a single, intuitive interface with full customer context.<\/p>\n<\/div><\/div>[\/vc_column_inner][vc_column_inner width=”1\/3″]

Persistent, context-rich conversations<\/h3>\n

Conversations are maintained across messaging app sessions and devices, allowing customers to pick up where they left off and Agents to respond with full historical context.<\/p>\n<\/div><\/div>[\/vc_column_inner][vc_column_inner width=”1\/3″]

Native AI and automation<\/h3>\n

Built-in AI powers virtual agents, agent copilots and routing \u2014 automating common tasks while enhancing personalisation and efficiency.<\/p>\n<\/div><\/div>[\/vc_column_inner][vc_column_inner width=”1\/3″]

Seamless channel escalation<\/h3>\n

Move easily from messaging to voice, email or web chat within the same conversation thread \u2014 enabling continuity and faster resolution when more support is needed.<\/p>\n<\/div><\/div>[\/vc_column_inner][vc_column_inner width=”1\/3″]

Integrated outbound messaging<\/h3>\n

Send personalised, event-triggered messages on WhatsApp and other platforms, from appointment reminders to promotions, while setting up agents to easily respond to replies.<\/p>\n<\/div><\/div>[\/vc_column_inner][vc_column_inner width=”1\/3″]

Cost-effective deflection<\/h3>\n

Use messaging apps like WhatsApp for voice deflection by offering it as an option in your IVR phone system, allowing customers to shift from a call queue to messaging for fast, flexible support.<\/p>\n<\/div><\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row equal_height=”yes”][vc_column width=”2\/3″][vc_column_text css=””]<\/p>\n

What customers are saying<\/h2>\n

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