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.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 02-05-2023 22:23
From: Jessica Blanck
Subject: Voice interaction to email interaction with the same interaction ID
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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