Connect Genesys Cloud with WhatsApp to route WhatsApp conversations to agents, sync customer profiles, and leverage Genesys workforce management for WhatsApp support.
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What you get with WhatsApp CRM for Genesys
Route WhatsApp conversations through Genesys Automatic Contact Distribution. Leverage skill-based routing, queue priority, and agent availability for optimal message handling.
Sync WhatsApp contacts with Genesys External Contacts. Agent screen pops display customer history, previous interactions, and CRM data when WhatsApp messages arrive.
Build WhatsApp conversation flows using Genesys Architect. Design IVR-equivalent chat flows with menus, data lookups, and conditional routing before agent handoff.
Include WhatsApp interactions in Genesys Workforce Management forecasting. Track WhatsApp handle times, CSAT scores, and agent occupancy in Genesys Analytics.
Simple setup process - connect in minutes
Benefits for your Genesys workflow
Route WhatsApp conversations through enterprise-grade Genesys ACD
Leverage Genesys WFM for WhatsApp staffing and capacity planning
Provide agents with customer context from Genesys screen pops
Track WhatsApp support metrics in Genesys Performance dashboards
Build sophisticated WhatsApp IVR flows with Genesys Architect
Common ways to use WhatsApp CRM with Genesys
Route WhatsApp messages through Genesys skill-based routing to specialized agent teams
Use Genesys Architect to build automated WhatsApp chat flows with self-service options before agent handoff
Include WhatsApp volumes in Genesys WFM forecasting for accurate agent scheduling
Display Genesys customer profiles and interaction history when agents receive WhatsApp conversations
Track WhatsApp CSAT and NPS alongside voice and email metrics in Genesys Analytics
Common questions about Genesys integration
Yes, WhatsApp conversations are routed through Genesys ACD with full skill-based routing support. You can define language skills, product expertise, and other skills to match WhatsApp customers with the best-qualified agents.
Yes, Genesys Architect inbound message flows work with WhatsApp. You can build menu trees, integrate data actions for CRM lookups, and design conditional logic before transferring to live agents.
WhatsApp interactions are tracked in Genesys WFM as a digital channel. Historical WhatsApp volumes, handle times, and concurrency data feed into WFM forecasting models for accurate staffing predictions.
The integration works with Genesys Cloud CX2 and CX3 packages, which include digital messaging channels. CX1 (voice-only) does not support messaging channels like WhatsApp natively.
WhatsApp CRM works with many platforms
Sync your Genesys contacts and conversations with WhatsApp CRM