Open messaging

Open messaging is a lightweight integration that facilitates messaging with third-party systems and external messaging services. With open messaging you can leverage Genesys Cloud's asynchronous ACD capabilities to route inbound open messages to the right queues and agents. Asynchronous messaging allows conversations to remain active so that customers can continue conversations at their preferred pace. Additionally, you can use Inbound Message flows in Architect to route inbound open messages to integrations, bots, and queues based on message content.

As shown in the following illustration, the open messaging platform consists of an API with an outbound webhook.

Open messages can originate when an agent sends a message, or as "agentless" outbound messages that are sent directly by the API. Open messages use the Send API, so agents can include media attachments, stickers, and templates.

When an open message is sent, the API directs it to the outbound webhook you configure. From there, your middleware prepares the message for consumption by your third-party system or external messaging service where your customers receive the message.

You use an API to send open messages from your middleware to Genesys Cloud. You can optionally use an Inbound Message flow in Architect to route inbound open messages to the appropriate agent. To agents, incoming open messages appear with the standard SMS icon along with either the queue name or integration name.

For security purposes, and to validate that your webhook notifications come from Genesys, you can validate the webhook notifications that arrive on your outbound webhook.

For information on rate limits for open messages, see the Messaging section in the Limits page.