Call or email a contact

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Genesys Cloud enables users to call or email external contacts directly from the platform by accessing the External Contacts directory. Users can search for specific contacts or entire organizations, then select either the "Email" or "Call" option to initiate communication. When calling, Genesys Cloud calls on the user's behalf, with all available phone numbers (work, personal, and so on) displayed in a dialog box for selection. For email communication, users can copy email addresses from a dialog box containing all available contact email options and use them with their preferred email software. The platform also supports searching for and calling organizations to transfer existing calls. This functionality is designed for regular business communications, distinct from agents placing calls on behalf of queues.

This article describes how to make a regular business communication. If you are an agent and want to make a call on behalf of a queue, see Place a call on behalf of a queue.

To call or email an external contact:

Click Menu > Contacts > External Contacts and Organizations.
On the Contacts tab, search for the contact.
Note: If you search for an organization to call or transfer a call to, only contacts associated with that organization appear in the results.
To copy an email address, click Email . All the email addresses available for the contact such as work, personal, appear on a dialog box. To copy the required email address, either click Copy beside the email address. Conversely, click to copy the email link and then use the copied email to send emails from your preferred emailing software.
To call the contact, click Call . Available phone numbers for the contact such as work, personal, appear on a dialog box. To place a call, click the phone number.

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Call or email a contact