Genesys Cloud offers the capability of routing third-party chat and email objects through Genesys Cloud ACD to agents in the organization. Depending on organization and queue settings, an agent can receive multiple chats at the same time or chats while handling other interactions.

For more information about how to route third-party chat or email objects to your Genesys Cloud organization, see Third Party Email and Chat Routing in the Genesys Cloud Developer Center.