Genesys Cloud - Main

Hello,

I need to know how an agent can switch (Deflection) a call interaction (voice channel) to a WhatsApp (message channel).

The scenario is as follows: the customer calls and enters the call flow; the IVR or bot transfers them to a queue for an agent to answer. The agent then assists the customer but needs to request information, such as PDF files. Using an action (Deflection), the agent sends a WhatsApp message to the customer to continue the conversation via chat. Following this, the agent hangs up the call, and the conversation with the customer continues via WhatsApp messaging.

Thanks a lot!

Hi Ricardo,

Yes, you can implement this journey in Genesys Cloud, but I would not use the term "deflection" or "channel switch" for this particular scenario.

Genesys Cloud does not support switching an existing voice interaction directly to WhatsApp.

The recommended native approach is to use Agent-Initiated WhatsApp Messaging, through Send a new message on behalf of a queue.

The journey would be:

Customer calls → IVR/Bot → ACD Queue → Agent answers

When the agent identifies that the customer needs to send documents:

Agent initiates an outbound WhatsApp interaction on behalf of the queue → sends an approved WhatsApp Template Message (HSM) → customer responds → service continues through WhatsApp

For example, the HSM/template could say:

"Hello {{customer_name}}, as discussed during our call, please reply to this WhatsApp conversation so we can continue your service and you can send the requested document."

This is important because WhatsApp requires an approved template when the business initiates the conversation. Genesys exposes these approved templates to the agent through Canned Responses.

Once the customer responds, the WhatsApp 24-hour customer service window is reset and the agent can continue the conversation using normal messages.

The voice interaction and WhatsApp interaction are therefore two separate media interactions. Genesys is not converting the active voice conversation into WhatsApp.

From the agent side, the recommended process is:

Voice interaction
→ identify the need for documents
→ Send a new message
→ choose WhatsApp
→ select the appropriate queue
→ select/enter the customer's WhatsApp number
→ send the approved HSM/template
→ customer responds
→ continue the service through WhatsApp
→ end the voice interaction when appropriate

The queue must have an Outbound WhatsApp Integration configured, and the agent must have access to that queue and the required messaging permissions.

For the PDF requirement, configure the WhatsApp integration's Supported Content Profile to allow the required document media types. PDF is one of the file types Genesys supports through content profiles, although the specific inbound/outbound behavior should always be tested against WhatsApp's channel restrictions.

One additional consideration is agent utilization. The outbound WhatsApp interaction is a separate messaging interaction and counts toward the utilization rules configured for the agent, so the organization should allow the intended voice + messaging handling model.

So, for this requirement, my recommendation would be:

Do not try to switch the existing voice interaction to WhatsApp. Use Agent-Initiated WhatsApp with an approved HSM/template on behalf of the queue, let the customer respond, and then continue the journey as a WhatsApp messaging interaction.

That is the native Genesys Cloud approach for this scenario.