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In this workflow a customer calls in and opts in to receiving an SMS carrying a link to an electronic intake form which is submitted to our documentation platform. When the SMS is sent from Architect an email data action sends an email notification at the same time into queue carrying the MarketName and CustomerNumber variables. Now we need that CustomerNumber to be a clickable, dialable link so we can call the customer back. In the HTML of the email that Architect sends, tel: and sip: do not work. Is there a Genesys-specific dialer URL scheme where we can use a custom URL protocol (or a dedicated web dialer URL) that enables click‑to‑dial from the email interaction HTML body? Perhaps something like this?: "href='https://dialer.apps.usw2.pure.cloud/?phone= + Common.CustomerNumber + "

Bottom line, an email interaction presents in Genesys GUI to an agent and the phone number in the email needs to be clickable/dialable.  I opened a case with support and they have blown this off and say they do not have documentation on if this is possible. Has anyone accomplished this with native functionality in Genesys? 

Thanks!

Hi Marcus,

Try to explore the Genesys Cloud browser extensions, using this you can be able to dial the number in the email body when presented in the Genesys UI.

https://help.mypurecloud.com/articles/click-to-dial/

I installed the Genesys browser extension in Chrome, highlighted the phone number displayed in plain text in the email interaction in Genesys and right clicked.  The menu does have the "make a call" option, nothing happens when I push it.  I restarted the browser a few times too.