Get a conversation ID for Customer Care


Prerequisites: 
  • Conversation > Communication > View 

If your problem relates to a call, then obtain the conversation ID, or interaction URL, before contacting Customer Care. Call-related problems include stuck calls, bad audio, failed transfers, and other issues with voice interactions. The following video shows how to get the Conversation ID with Genesys Cloud running in a browser:

The method of finding the conversation ID depends on whether the conversation, or interaction, is active or completed.


To copy the conversation ID, to the right of the phone number, email address, or other channel ID, click Get Interaction URL.


Here's how to copy the Conversation ID to the clipboard.

  1. In an interaction's row, click More .
  2. Click Copy Conversation ID.


Provide this ID number to Genesys Cloud Support when creating a ticket.

The following information is also useful:

  • Date and approximate time of interaction
  • Approximate duration
  • Phone number associated with the interaction
  • Inbound or outbound

For more information about troubleshooting, see Troubleshooting before calling Customer Care.