Real omnichannel means changing channel inside one interaction instead of starting another. In TrueEngage an agent can take a web messaging conversation to voice or video with one click, and a phone call to video with an SMS link. This post explains both upgrades, what the customer does, and how Genesys Cloud records them.
During a web messaging interaction the agent opens the TrueEngage Agent App inside Genesys Cloud and offers the upgrade. The visitor accepts in the widget, and the voice or video session starts while the chat stays open. Nothing is re-queued and the customer does not repeat themselves; the same agent continues, with the chat history still on screen.
The visitor needs no download. The widget already runs in the browser, so camera and microphone permission is the only prompt.
Recording runs through Genesys Cloud. A third call leg is placed from a dedicated recording number into an inbound flow, TrueEngage_UpgradeRecording, routed to a non-agent queue with recording switched on. Agent and visitor audio or video are recorded together, and the two interactions, the chat and the upgraded leg, are cross-linked by ID so quality management can find both.
Where to look. The chat keeps its own interaction record. The voice or video leg appears as a separate interaction on the recording queue, linked by ID to the chat it came from.
PSTN-to-video upgrade is an add-on. On a live phone call the agent opens the Visitor Journey view in Genesys Cloud and sends an SMS with a one-time link. The customer opens the link on their phone and the video session pairs with the ongoing call and the same agent. The phone call is not ended and nothing is re-routed; the customer now also has a camera.
Typical uses are anything the customer would otherwise describe: a damaged item, a configuration screen, a meter, a form that is not filling correctly.
The TrueEngage Agent App shows the visitor's current page, interaction history, location and device, and the pre-interaction form data. The upgrade, PSTN-to-video and screen sharing controls sit in the same app, so the agent stays in the Genesys Cloud desktop throughout.
The upgrade is offered by the agent from the Agent App, so the contact centre decides when video is appropriate. The customer accepts or declines in the widget.
No. The chat stays open alongside the voice or video session, so links and details can still be sent as text.
No. The customer opens a one-time link from the SMS; the session runs in the phone's browser.