Go beyond live chat with web messaging

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Request a demo

Try for free

Tour the product

Request a quote

Engage and convert prospects with web messaging

Say goodbye to lost conversations

Give online customers in-the-moment support 24/7. Use web 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-customize automated conversation flows.

Easy setup and customization

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 web messaging and other digital channels like WhatsApp, SMS, Apple Messages for Business and Facebook Messenger.

Chat 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 customize the messenger on any website with limited IT involvement. And you’ll see improved efficiency and optimized 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

2022 Gartner^® Magic Quadrant™ for Contact Center as a Service

A CCaaS solution has
long-term implications.
Choose a consistent leader.

Genesys named an eight-time Leader in Magic Quadrant for CCaaS – And ranked #1 in 3 out of 5 Critical Capabilities Use Cases

Get the Gartner report

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. Choose a solution in which web messaging is part of an all-in-one, omnichannel application and open platform. 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 customization, business flow logic and third-party integrations.

Engage customers with confidence

Trigger conversations in a chat window at the right moment based on business rules, such as customer behavior, 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.

See what our customers have to say

Within a three-week window time, we were able to move away from the old form and move into Web Messaging. It’s very early days, but the results are already showing in the calls that are coming through. We dropped 4% in rebooking queries into the customer center after one week.

— Ceri Davies - Manager, Customer Centre, Virgin Atlantic Airways Ltd

Web messaging is 25% more efficient compared to call handling, meaning we can serve more customers without increasing headcount. And since introducing video calls we’ve seen a noticeable uplift in new mortgage sales

— Thom Kokhuis - Head of Conversational Banking, Rabobank

Read their story

Get asynchronous messaging features in a solution that works for you

Genesys Cloud CX

Customize 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.

Learn more

See what else you can do with Genesys

Chatbots

Co-browse and screen share

Digital customer engagement

Knowledge management tools

Predictive engagement

SMS messaging

Social media

Virtual assistants

Explore all capabilities

Take your customer experience to the next level with web messaging

Our software makes it easy to strike up a conversation

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

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Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.