Conversation ID is assigned to any interaction include voice. as below senario, initial conversaion ID is remined, not generate new conversion ID? What I mean, I want to truck call behivor by using single conversation ID. Can I ?
(1) call arrive to genesys clould ACD( in this point conversation ID will be assingned initially)
(2)ACD assign this to an agent (agent A).
(3)Agent A tranfer this call to agent B
(4)Agent B transfer this to agnet C.
Hello,
Yes, this call flow will be represented as a single conversation ID (single Conversation context with multiple participants involved). See Conversations overview for more details.
Regards,
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