Pick up an interaction

AI-generated summary

Genesys Cloud enables agents to receive call, chat, email, message, and voicemail interactions. When an interaction alerts, the Pick Up icon and alert bar activate. Agents can pick up interactions by clicking Pick Up in the call controls, double-clicking the interaction, or clicking Pick Up on the system notification. Agents can also decline interactions, which reenter the queue. Missed ACD interactions prompt agents to return to On Queue status. The integrations with Embeddable Framework, Salesforce, Microsoft Teams, and Zendesk also enable interaction handling.

Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Microsoft Teams, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

The client can receive call interactions (as direct calls, ACD calls, and conference calls), chat interactions (as ACD chats), email interactions (as ACD emails), message interactions (as ACD messages), and voicemail interactions (as ACD voicemails).

When you receive an interaction, the client rings. Also, both the Pick Up icon in the call controls and the alert bar across the bottom of the client window becomes active. If you configured system notifications, then you receive a notification about the alerting interaction.

Note: Even if multiple interactions route simultaneously, only one interaction alerts at a time. A subsequent interaction does not alert until you pick up the alerting interaction.

If your admin has enabled auto answer for digital interactions, such as chat, email, and message, then the client plays a tone to alert you of the incoming interaction and places the interaction in your interaction list. For more information, see Work with auto answer enabled digital interactions.

To receive ACD interactions, set your status to On Queue.

Tip: If you use Genesys Cloud alongside the client, change your settings so that alerting interactions do not ring in both applications. For more information, see .

You can pick up or handle an incoming interaction several ways.

For call interactions, if you use a physical phone and are not connected to another call, then pick up your telephone handset.
Click Pick Up in the call controls.
Click Pick Up on the incoming alert bar.
If you dismiss the alert bar, you can still pick up the interaction using the call controls.
Double-click the interaction in the client.
For Chrome and Edge browser users, if you configured system notifications, then click More and Pick Up on the notification about the alerting interaction.

You can decline an interaction without answering it. Click Disconnect in the call controls. Chrome and Edge browser users can also click More and Disconnect on the notification about the alerting interaction. Declined ACD interactions reenter the queue.

If you miss an ACD interaction, then the client prompts you to go back to the On Queue status or return to the Available (non-ACD) status by going Off Queue.