Authenticating your customers in the Web Messaging Channel

Genesys has announced that Genesys Cloud CX administrators may now enable authenticated web messaging logins for the organisation's customers.  This should become available in this weeks Genesys Cloud CX update to be published on the 21st June 2023.

Authenticated web messaging for verified users

This feature enables the agents to provide a personalized experience when they interact with customers as the customer will already have authenticated themselves, thereby, identifying themselves as an integral part of the messaging session start. Authenticated customers must log in to the organization’s website or application before they can send a web message to an agent. 

In the past, elaborate use of the web-application layer to solicit a login was required, that then had to pass that information over the API/V2 schema to Genesys.  This required our clients on IT team to conduct the integration as the bulk of the work had to occur deep in the web application layer.  Given many enterprises actually outsource the creation and management of their https/www estate to 3rd parties this made it even more complex to achieve.  So, making it easy to login directly via the web-messaging framework itself makes life a whole lot simpler.

We will post a further update to this news once details of the integration blueprints have been publicised by the Genesys Cloud CX team.

Prerequisites

This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.