New Interaction in the client menu


Note: This article applies to PureCloud Embeddable Framework, PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud 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 PureCloud browser extensionsAbout PureCloud Embeddable Framework, About PureCloud for Salesforce, and About PureCloud for Zendesk.