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Genesys has announced a partnership with Meta to integrate voice, messaging and AI capabilities within WhatsApp through the Genesys Cloud platform, allowing organisations to manage customer interactions across multiple modes without requiring customers to switch channels.
The integration brings together messaging, calling and outbound engagement within a single workspace, with WhatsApp serving as the customer-facing interface. WhatsApp has more than 3 billion users globally, making it one of the most widely used communications platforms available.
More than 1,000 organisations already use the combined capabilities of Genesys Cloud and WhatsApp, supporting approximately 420 million messages each month.
Moving between messaging and voice without leaving WhatsApp
A central feature of the integration is the ability to transition customer conversations from messaging to voice while maintaining context and continuity within WhatsApp. The platform supports voice notes for asynchronous communications and Business Calling for live inbound and outbound conversations.
Louise Phillips, Vice President of Customer Care at Virgin Atlantic, described how the capability plays out in practice.
“Customer queries can be complex and often require nuanced understanding and decision making that, sometimes, only a verbal conversation can deliver,” Phillips explained. “Allowing customers to move naturally between messaging and voice without leaving WhatsApp has strengthened our relationships and empowered our agents to adapt in real time to customer needs.”
Phillips added that the integration allows the airline to make transitions between messaging and voice seamless and personal for both customers and teams.
Rich messaging and proactive outreach
Genesys Cloud supports WhatsApp’s rich messaging formats, including images, carousels, interactive lists and call-to-action buttons. Combined with automated triggers and campaign orchestration, organisations can deliver proactive outreach at scale.
Businesses can send notifications, reminders and updates using Meta-approved templates, with responses routed to virtual or human agents based on intent. The platform combines interactions within a single orchestration engine that synchronises data, workflows and AI.
Gartner predicts messaging channel ROI growth
The partnership comes as analyst firms forecast growing returns from AI-enabled messaging. According to Gartner, by 2029 organisations that leverage advanced AI capabilities within messaging applications will see 50 per cent more customer engagement and ROI from messaging channels for proactive customer service.
Genesys frames WhatsApp as a unifying layer
Olivier Jouve, Chief Product Officer at Genesys, positioned the integration as an effort to meet customers where they already communicate rather than forcing them into separate channels.
“Customers don’t think in terms of channels; they just want connected support when it matters,” Jouve remarked. “Through Genesys Cloud, organisations can blend digital and voice interactions by connecting data, context and AI across every touchpoint, no matter where the conversation starts.”
“With WhatsApp on Genesys Cloud, we’re enabling customers to connect on their terms, how and where they choose,” he added.
Availability
WhatsApp on Genesys Cloud is now generally available with global support for outbound messaging, inbound Business Calling, interactive features and other capabilities. Outbound Business Calling is expected in 2027.
Genesys Cloud is used by more than 8,000 organisations worldwide. For more information, visit genesys.com.
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Last Updated on May 9, 2026 by Nick Ross
