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Genesys | Chat
Integrate your Inbenta Chat experience with Genesys to offer users personalized, real-time customer support.
Key Features
- Seamless Escalation: Automated Chat can transfer interactions to Genesys live chat with full conversational context when needed.
- Escalation Triggers: Escalations can be initiated by user requests, consecutive unanswered questions, or specific topics determined by your Bot Master.
- Live Chat Support: Agents can support end-user conversations via live chat on Genesys.
- Contextual Transfers: Send Chat transcripts to agents for comprehensive context.
- Data Capture: Capture and auto-populate information from Chat to Genesys.
Requirements
- Requires the purchase of Inbenta Chat.
- Requires the purchase of the WhatsApp 360 Dialog integration with Chat for escalation to Genesys via the WhatsApp channel.
- An instance of Genesys for live agent escalation.
By integrating these features into your Chat experience, you can offer seamless support via Genesys, combining automated assistance with human interaction whenever it's needed.
Live Chat
Chat with Agent
Agent Chat
Escalation
