A Genesys Cloud conversation is an interaction between multiple participants over at least one media channel such as chat, phone, or email. Genesys Cloud uses conversations to track multiple participants and media channels in an interaction. Participants include automated participants in the call such as an interactive voice response (IVR) menu and automatic call distributor (ACD). Media channels include calls, faxes, chats, emails, social expressions, screen share, and co-browsing.
For example, the following interaction includes four participants: the customer, an IVR menu, an ACD to assign the call, and an agent. All of these participants participate in the voice call media channel, while the customer and agent also use screen sharing to resolve a question.
