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.

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

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.

New Interaction window for calls with caller ID

For more information, see Client interface and Make a call.

To create an email, you must enter both a queue name in the On Behalf of Queue box and at least one email address in the Recipient Email box. 

Note: If you do not have permission to send emails, the email option does not appear in the New Interaction window.

New Interaction window for emails

For more information, see Client interface and Send an email.

To create an SMS message, you must enter both a queue name in the On Behalf of Queue box and a number in the Number box. 

Note: If you do not have permission to send SMS messages, the SMS message option does not appear in the New Interaction window.

New Interaction window for SMS messages

For more information, see Client interface and Send an SMS message.

For more information about the integrations, see About the Genesys Cloud browser extensions, About Genesys Cloud Embeddable Framework, About Genesys Cloud for Microsoft Teams, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.