Configure Messenger

In the Channel Setup section, you can define the build details of your configuration and enable the channels you want to use. To define the channel setup, perform the following steps:

1. In the Build Details section, perform these steps:
   1. In the Name field, enter a unique name for your configuration.
   2. In the Description field, enter a description for your configuration.
2. In the Choose a Digital Channel that you want to set up section, select the digital channels to enable as part of Messenger. The sections below list the configuration steps. You can always add more channels later.
   Note: Co-browse is not currently available for Mobile Messenger.
3. Click Next.

In the Appearance and Branding section you can customize the Messenger settings, which your website visitors can see, including advanced visibility options. To define the appearance settings, perform the following steps:

1. In the Select your Messenger Color field, choose a color according to your organization’s preference. Use the embedded color picker or manually enter the color code in #HEX notation.
   Note: The Messenger color applies to predetermined areas of Messenger such as the header, the background of customer message bubbles, and more.
2. In the Select your Messenger Position field, select the Messenger alignment and spacing when it appears on your website.
   1. In the Align to field, to select how the Messenger appears on your webpage, choose one of the following options:
      • Auto (default): Messenger automatically detects the text direction of the webpage. If the webpage has a left-to-right (ltr) direction, then the Messenger appears on the right of the webpage. If the webpage has a right-to-left (rtl) direction, then the Messenger appears on the left side of the webpage.
      • Left: Messenger appears on the left side of the webpage.
      • Right: Messenger appears on the right side of the webpage.
   2. In the Side spacing and Bottom spacing fields, select or enter the offset spacing alignment in pixels from the closest page border.
   3. To return to the default alignment and spacing settings, click Reset.
3. Under Notifications, select whether you want to send notifications about the new messages to the user.
   1. In the Notification Content section, choose whether to include the message content in the notification.
      • Do not include the messages’ content in notifications: Messenger sends a single notification while the user is offline, using a default title and body, but does not include the actual message content.
      • Include messages content in the notification: Messenger sends notifications that include the actual message content and notifies the user of every new message received.
4. Under Language Support, list the languages that your business supports, modify the text that appear on your Messenger and select the default language of your website.
   1. In the Select Supported Languages list, select the supported languages for Messenger. 
      • To edit the labels in your Messenger, perform the following steps:
        1. Click Edit Labels available next to the Select Supported Languages list. The Edit Labels dialog box appears.
        2. Make the required changes in the fields.
        3. Click Save.
   2. In the Select Default Language list, select the default language for your Messenger.
5. In the Add a logo field, click Choose to select the image that you want to use as the brand logo. When used, the logo appears in the home screen header and throughout the knowledge base. The images must be in JPG, PNG, or GIF formats and 512 KB or less in size. Images larger than 200 x 70 pixels are resized.
6. In the User Interface field, choose one of the following:
   • Enable the toggle to deploy Messenger with the native user interface.
   • Disable the toggle and build your own messaging client through the Messenger’s Headless SDK functions.
7. In the Set your Session Persistence field, select whether you want Messenger to continue sessions when you navigate across subdomains of your website where Messenger is present. Changing this selection impacts active sessions. For more information, see What is Messenger Session Persistence and how does it work?
8. In the Messenger Homescreen field, select whether you want the Messenger to display the home screen. You can force this feature on, based on items that you select. When enabled, you can use the Knowledge App, Co-browse for Voice, and much more. For more information, see Messenger Homescreen and knowledge articles overview.
9. In the Set your Launcher Visibility field, select a visibility option for the button that opens the Messenger window.
   • Show (default): The button is always visible.
   • Hide: The button is not visible. Use Always hide if you build your own custom Messenger.
   • Hide until triggered by business logic: The button is not visible initially and becomes visible when business logic triggers the button on your webpage. After this button triggers, the launcher remains visible while the conversation is active. You can set this button to trigger programmatically through SDK commands or Predictive Engagement Action Maps.
10. In the Knowledge Portal Configuration section, do the following:
    1. Select the colors for your Knowledge Portal, including header background color, global background color, and primary color.
    2. Optionally upload a header image for your Knowledge Portal.
11. Click Next.

In the Behavior section, you can define the preferred functionality for each channel you have enabled along with the supported languages of Messenger.

1. In the Messaging Configuration section, perform the following steps:
   1. In the Humanize your Conversation field, select whether to display a participant name and avatar with the messages that route to your customers. When this feature is on, you can optionally define a bot name and custom avatar. To configure agent profiles, see Add an agent alias and image. Images must be in JPG, PNG, or GIF formats. The minimum recommended size for images is 75 x 75 pixels.
   2. In the Clear Conversation field, select whether to allow participants to clear their current messaging conversation. When you enable this option, the new bin icon appears in Messenger. This option enhances participant privacy from shared devices. Once triggered, it disconnects conversations that are currently in queue or connected to agent, which optimizes workforce productivity.
   3. In the Conversation Disconnect field, select the messaging behavior that informs your customers when the conversation disconnects. To set a conversation disconnect type, choose one of the following options: 
      • Do not display conversation status: The disconnect event does not appear to the customer.
      • Display conversation status: The user receives information about the disconnect event. Existing conversations still continue.
      • Display conversation status and disconnect session: The user receives information about the disconnect event and can start a new conversation, if necessary.
   4. In the Rich Text Formatting field, select whether to allow rich text formatting. For more information, see Markdown syntax for rich text in Messenger.
   5. In the Automatically Start Conversations field, select whether conversations start automatically when the user expands the Messenger window. This setting works best when you configure Architect’s inbound message flow to send automatic greetings. When this feature is off, conversations start when the user sends the first message.
      Note: To improve customer experience, Genesys recommends that you configure an initial welcome message with Architect’s Send Response action available from your inbound message flow before a Call Bot Flow action.
   6. In the Attachments field, select whether to enable or disable attachments from customers.
      Note: You can refine the list of attachment file types by selecting a Supported Content Profile within your Messenger Deployment. For more information about selecting supported content profiles, see Deploy Messenger and Web messaging and supported content profile. 
   7. In the Typing Indicators field, select whether to inform the other party when a reply is being typed. For more information about agent-specific permissions, see Work with message interactions.
   8. To allow only authenticated users to start a web messaging session with agents, in the Authentication field, perform these steps:
      1. If you do not already have a valid OpenID Connect Messenger Configuration integration, click setup an Integration here. From the AppFoundry, search and install OpenID Connect Messenger Configuration. Configure the integration, and then return here to complete your Messenger configuration.
         Note: To enable authentication, make sure that you have a valid OpenID Connect Messenger Configuration integration.
      2. Enable the Authentication toggle. 
      3. Enable Step-up authentication during conversation.
      4. In Select an integration, select your OpenID Connect Messenger Configuration.
         Note: For an overview of all the steps needed to enable authenticated web message, see Get started with authenticated web messaging.
2. In the Co-browse Configuration section, perform the following steps:
   1. In the Enable an agent to request a remote control field, select whether you want the agent to send remote control requests.
   2. In the Enable an agent to request a navigation field, select whether you want the agent to send navigation requests.
      Note: When you enable this feature, agents can guide the customer to faster resolution. The customer must accept each request individually.
   3. In the Enable Co-browse with the following channels field, select whether to enable Co-browse for Web Messaging, Voice, or both. If Voice is enabled, Homescreen is enabled.
   4. Use the CSS Masking, CSS Read-only, and Pause Sharing fields to enable greater privacy measures during your organization’s Co-browse sessions by using the following fields:
      1. Masking: Masked fields are hidden to agents and never leave the customer’s browser.
      2. Read-only: When agents have Remote Control, they are unable to interact with or modify read-only fields or elements.
      3. Pause Sharing: When the customer navigates to a webpage captured by these rules, Co-browse automatically pauses. The session resumes once on the next allowed page.
         Note: You can configure co-browse masking using the regular expressions option. For more information, see Overview of digital filtering rules.
3. In the Knowledge Portal Configuration section, perform the following steps:
   1. In the Knowledge Portal Feedback field, select whether you want your customers to leave feedback on their personal experiences.
   2. In the Knowledge Base field, select the knowledge base to use. Knowledge bases that you have published from the knowledge workbench appear in the list.
   3. In the Category Appearance field, select whether to use the compact or detailed appearance.
   4. In the Top Viewed Articles field, select whether to display this list in your Knowledge Portal.
   5. In the Customized Messages field, configure the labels to display for each scenario.
4. In the Knowledge Configuration section, use the Knowledge Base field to select the knowledge base to use with the Knowledge App for Messenger. Knowledge bases that you have published from the knowledge workbench appear in the list.
5. In the Language Support section, perform the following steps:
   1. In the Select your Supported Languages field, click the Select languages list and choose the languages that you want to support in the Messenger interface.
   2. In the Select Default Language field, click the list and choose the default language. Messenger attempts to detect the customer’s languages automatically from the browser preferences. If the detected language matches any supported language, the Messenger applies the corresponding localized labels to the UI elements. If the detected language does not match any supported language, the Messenger shows UI labels in the default language. For more information, see Genesys Cloud supported languages.
   3. Click Labels and optionally customize predefined Messenger labels when you enable Messenger Homescreen. You can customize labels for each supported language in the configuration.
6. Click Next.

In the Review section, the summaries of selections done in the previous screens are displayed. Click the edit options in each section and update content as necessary. In a few instances, error or warning messages appear, which you can revisit and update. To finish the configuration, click Publish Configuration. Each subsequent publish creates a version of the configuration. You must have a published version before you assign the configuration to a Messenger deployment.

Next step: Deploy Messenger. To deploy Messenger, create a Messenger deployment and assign a Messenger configuration to the deployment.

To manage your Messenger configuration, you can perform these tasks:

• Create a new version of a Messenger configuration
• Clone a version of a Messenger configuration to a draft
• Preview a version of a Messenger configuration
• Duplicate a Messenger configuration
• Delete a Messenger configuration