{"id":625825,"date":"2026-05-04T12:52:36","date_gmt":"2026-05-04T19:52:36","guid":{"rendered":"https:\/\/www.genesys.com\/capabilities\/whatsapp"},"modified":"2026-05-15T10:55:52","modified_gmt":"2026-05-15T17:55:52","slug":"whatsapp","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-gb\/capabilities\/whatsapp","title":{"rendered":"WhatsApp"},"content":{"rendered":"

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Genesys Cloud CX<\/a><\/div><\/div><\/div>[\/vc_column][vc_column width=”5\/12″][vc_column_text css=””]<\/p>\n

WhatsApp business integration on Genesys Cloud<\/h1>\n

AI-powered business messaging and calling experiences, delivered on WhatsApp<\/p>\n

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Get started<\/a><\/div>[\/vc_column][vc_column width=”1\/2″ offset=”vc_col-lg-offset-1 vc_col-md-offset-1 vc_col-sm-offset-0″][vc_single_image image=”624524″ css=”” rounded_corners=”rounded”][\/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][vc_column width=”7\/12″ offset=”vc_col-md-offset-0 vc_col-sm-offset-0″][vc_column_text css=””]<\/p>\n

Deliver connected WhatsApp experiences at scale with AI-powered orchestration and automation<\/h2>\n

Genesys Cloud enables businesses to connect with customers on WhatsApp while unifying messaging channels in a single platform to give a more holistic view of the customer. With agentic orchestration, organisations can move from disconnected customer interactions to consistent, connected and personalised journeys.
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Drive intelligent engagement<\/h3>\n

Leverage virtual agents with intent recognition to take action and guide customers through personalised, automated journeys.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Unify every interaction<\/h3>\n

Manage WhatsApp customer communication alongside voice, email and chat in a single agent workspace with a unified customer view.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Scale communication with confidence<\/h3>\n

Deliver proactive, compliant and high-volume engagement using campaigns, automation and real-time decisioning.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Orchestrate seamless, end-to-end conversations on WhatsApp<\/h2>\n

Move beyond fragmented interactions to deliver continuous customer journeys that combine automation, AI and human support within a single WhatsApp conversation.[\/vc_column_text][\/vc_column][vc_column width=”7\/12″ offset=”vc_col-sm-offset-1″][vc_row_inner r_gutter_size=”gutter-small” ri_scrollable=”yes” equal_height=”yes”][vc_column_inner width=”1\/2″]

Create rich messaging conversations<\/h3>\n

Engage customers with multimedia messaging, including images, documents, carousels, interactive lists and call-to-action buttons.<\/p>\n<\/div><\/div>[\/vc_column_inner][vc_column_inner width=”1\/2″]

Extend messaging into voice<\/h3>\n

Enable voice notes and seamless escalation to live voice conversations through Business Calling while maintaining context across customer interactions.<\/p>\n<\/div><\/div>[\/vc_column_inner][vc_column_inner width=”1\/2″]

Enable a unified workspace<\/h3>\n

Bring WhatsApp conversations into a single platform and interface, enabling agents to manage all customer support interactions with full context and visibility.<\/p>\n<\/div><\/div>[\/vc_column_inner][vc_column_inner width=”1\/2″]

Drive proactive engagement<\/h3>\n

Reach customers with outbound notifications, reminders and updates using message templates, campaigns and automated triggers along with pre- and post-contact rules management.<\/p>\n<\/div><\/div>[\/vc_column_inner][vc_column_inner width=”1\/2″]

Scale AI-powered self-service<\/h3>\n

Use virtual agents and chatbot automation to resolve issues autonomously, improving response times and reducing agent workload.<\/p>\n<\/div>

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Improve operational efficiency<\/h3>\n

Help eliminate silos and streamline operations with enterprise, CRM and API integration, while gaining a holistic view of the customer journey.<\/p>\n<\/div><\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Messaging is the new frontline for CX<\/h2>\n

Brands are recognising the growing role of platforms like WhatsApp in driving engagement on channels customers already use every day. This enables faster responses, more personalised interactions and seamless journeys that lead to higher conversions, improved CSAT and reduced cost to serve. [\/vc_column_text][vc_column_text ct_style=”stat” css=”” ct_stat_link=”url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fstate-of-cx|title:%22State%20of%20Customer%20Experience%2C%22%20Genesys%2C%202025″]<\/p>\n

86%<\/p>\n

of CX leaders plan to adopt messaging apps by 2027, with 63% already doing so<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Deliver differentiated WhatsApp experiences with Genesys<\/h3>\n

Genesys Cloud combines a native integration with the WhatsApp Business Platform and AI-powered customer engagement to unify business messaging with voice, email and chat all in a single platform. It enables real-time decisioning, intent recognition and seamless human handoff.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_row_inner r_gutter_size=”gutter-small” ri_scrollable=”yes” equal_height=”yes”][vc_column_inner]

Native integration, not a bolt-on<\/h3>\n

The WhatsApp business integration is built directly into Genesys Cloud, enabling unified journeys rather than disconnected interactions.<\/p>\n<\/div><\/div>

AI that drives outcomes<\/h3>\n

Agentic virtual agents understand intent, take action and resolve issues, going beyond just responding to enquiries.<\/p>\n<\/div><\/div>

True omnichannel orchestration<\/h3>\n

Enable cross-channel communication across messaging, voice and digital channels in one continuous journey.<\/p>\n<\/div><\/div>

Voice and messaging together<\/h3>\n

Enable Business Calling and voice notes directly within WhatsApp conversations.<\/p>\n<\/div><\/div>

Enterprise-scale engagement<\/h3>\n

Support high-volume messaging campaigns with enterprise-grade compliance and security.<\/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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Read all stories<\/a><\/div>[\/vc_column][vc_column]
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