During an interaction, on one channel (voice, email, web chat, messaging), you or your contact may find it convenient to switch from one channel to another. Suppose, for example, during a web messaging interaction, you want to call the contact, or during a voice interaction, you want to send a confirmation email. Or maybe, during a Twitter interaction, your contact asks that you email a set of instructions.

To switch channels during an interaction, on the interaction card, click Start a conversation. From the list, select the channel you want to switch to. Genesys Cloud groups all interaction channels for a contact. For more information, see Navigate the Interactions panel.

This example shows an email interaction where the contact asks that the agent call and explain a process.