New Interaction in the client menu

AI-generated summary

Genesys Cloud provides the ability to initiate new interactions like calls, emails, and SMS messages directly from the client interface. To start a new interaction, click Menu > New Interaction and select the type - Phone Call, Email, or SMS. For calls, you can make them on behalf of a queue or directly as yourself. For emails and SMS, you must specify a queue and recipient contact info. These capabilities allow Genesys Cloud users to easily create and manage customer interactions from a single interface.

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.

You can make a call, send an email, or send an SMS message in the client.

Click Menu > New Interaction.
Select an interaction type: Phone Call, Email, or SMS.

You can either make a call on behalf of a queue (the call originates from the queue rather than from you) or make a call directly.

Note: If you are not a member of a queue, then the On Behalf of Queue box does not appear in the client. If your administrator did not configure caller ID, then the Caller ID Name and Caller ID Number boxes do not appear in the client.