Social Media Components -- WhatsApp

For WhatsApp, PureConnect uses the Genesys Cloud (formerly PureCloud) digital messaging platform. The WhatsApp integration between PureConnect and Genesys Cloud includes these components:

• The Social Media Processor processes and caches data for Customer Interaction Center.

• The Messaging Platform from Genesys Cloud provides the capability to send/receive messages for WhatsApp communication.

• The CIC server includes subsystems that work with the social media processor to process social media interactions for CIC. It also includes the IC Event Bridge, which connects to the social media processor and creates social interactions for social media data.