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Voice interaction to email interaction with the same interaction ID

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  • 1.  Voice interaction to email interaction with the same interaction ID

    Posted 02-05-2023 22:24
    No replies, thread closed.
    Hi, 

    Is it possible for a consult to be on a voice interaction, be required to email the customer will the voice interaction is still live and have both the voice and email interactions have the same interaction ID. So they can be viewed on a single timeline. 

    Any insight would be really helpful. 

    Thanks.
    #Outbound
    #Telephony

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    Jessica Blanck
    PICA Group
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  • 2.  RE: Voice interaction to email interaction with the same interaction ID

    Posted 02-21-2023 00:30
    No replies, thread closed.

    No not possible.  At present, each would be a different conversation with its own ID.  Genesys is working on stitching the related conversations together into some form of a blob id.  What you can do not is either use the customer journey API or write one ID to the other as the External Tag.  



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    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



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