Genesys Casual

Success Story / Real Business Scenario

We currently support operational scenarios where agents assist customers through voice interactions while simultaneously requesting additional information through WhatsApp.

One common example is when a customer contacts the service center and the agent needs the customer's real-time location to continue the process. During the active voice call, the agent manually sends a WhatsApp template requesting the location details.

The customer receives the message and shares their location through WhatsApp while remaining connected on the voice interaction.

Operationally, this process works very well when the WhatsApp response is routed back to the same voice agent because:

• The agent already has the full conversation context.

• The customer does not need to repeat information.

• The location can immediately be captured in the internal business application.

• Resolution times are reduced significantly.

• Customer experience feels truly omnichannel.

In our tests, Preferred Agent Routing has helped improve the experience; however, we still identified cases where the WhatsApp interaction is routed to a different agent due to availability or routing behavior.

When this happens, the second agent usually needs to review notes, recordings, or ask additional questions, which increases handling time and operational complexity.

This scenario demonstrated that there is strong business value in having a native "Guaranteed Same-Agent Omnichannel Routing" capability within Genesys Cloud, especially for industries such as insurance, roadside assistance, healthcare, banking, logistics, and emergency coordination.