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  • 1.  Ability to reorder the digital channels in the Send Message menu

    Posted 02-08-2026 03:33

    Hello community, 

    In most western countries (outside USA) people using WhatsApp almost exclusively compared to SMS.

    So, in the Send Message menu, when placing new Digital Conversation, we want the WhatsApp channel to appear first and be the default channel.

    So, the Agent doesn't need to select WhatsApp manually in every new call

    Does someone know if we can somehow do it?

    Many thanks in advance.


    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Shahar Leonard
    Genesys Cloud Professional Certified
    ------------------------------


  • 2.  RE: Ability to reorder the digital channels in the Send Message menu

    Posted 02-08-2026 16:21

    Hi Shahar

    I believe that's not possible.
    I remember once looking for/trying a way to do that, but too I didn't open a Care Genesys ticket to find out.


    Let's see if anyone knows if it's possible to adjust, but I'm 99% sure it's not. Hopefully, the 1% will help us.



    ------------------------------
    Kaio Oliveira
    Sr Systems Analyst
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
    ------------------------------



  • 3.  RE: Ability to reorder the digital channels in the Send Message menu

    Posted 02-09-2026 09:21

    There isn't currently an option to set this but it's worth adding an idea.

    The easiest way may be having an option like selecting the last queue to reuse the last messaging channel as the first choice. That way it doesn't need admin controls or group control logic to set it.



    ------------------------------
    Richard Chandler
    Connect
    ------------------------------

    Original Message


  • 4.  RE: Ability to reorder the digital channels in the Send Message menu
    Best Answer

    Posted 02-11-2026 08:32

    Hey Kaio

    Many thanks for submitting Idea for this, I Voted 👍

    For anyone else who might want to vote, here is the link to the Idea:

    https://genesyscloud.ideas.aha.io/ideas/EPUS-I-199

    Thanks, and best regards,



    ------------------------------
    Shahar Leonard
    Genesys Cloud Professional Certified
    ------------------------------

    Original Message


  • 5.  RE: Ability to reorder the digital channels in the Send Message menu

    Posted 02-11-2026 09:02

    Shahar, 

    I wasn't sure if you were going to send the idea, so I took the opportunity and sent it anyway, haha.
     
    Actually, it's a "pain point" that some clients always complain about.


    ------------------------------
    Kaio Oliveira
    Sr Systems Analyst
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
    ------------------------------

    Original Message


  • 6.  RE: Ability to reorder the digital channels in the Send Message menu

    Posted 02-11-2026 08:32

     I've tried that too, but without success.



    ------------------------------
    Danilo Reis
    NA
    ------------------------------

    Original Message


  • 7.  RE: Ability to reorder the digital channels in the Send Message menu

    Posted 02-11-2026 09:05

    I've tried that too, but without success.



    ------------------------------
    Danilo Reis
    NA
    ------------------------------

    Original Message


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