Genesys Cloud - Main

In this video @Hiroyuki Sato talks about Agent-to-agent consult and warm transfer for messaging interactions

Agents can now open an internal consult session with another agent over messaging before they transfer an interaction. This enhancement enables agents to share context and coordinate effortlessly, improving collaboration and delivering a smoother experience for both customers and agents. By allowing agents to discuss and prepare before completing a transfer, this update helps increase efficiency, improve first contact resolution, and enhance overall customer satisfaction.

Release Notes: https://help.mypurecloud.com/releasenote/november-17-2025

#TAMStudios #EX #FeatureReview #transfers #webmessaging

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