View an interaction’s conversation details

AI-generated summary

Genesys Cloud's Conversation Details feature enables agents to access customizable interaction summaries through a dedicated tab in multi contextual panels. The feature requires "Agent UI > Conversation Details > View" permission and displays critical interaction information including external URLs, account numbers, case numbers, and other custom data. Administrators configure available fields through the Set Participant Data action in Architect. Agents can access the details by clicking the Conversation Details button on the interface's right side. The tool integrates with various interaction types and serves as one of several tabs in the multi contextual panels used for handling customer interactions. All customizable fields are managed by Genesys Cloud administrators to ensure appropriate information display and access control.

PrerequisitesClick to expand

Conversation Details is one of several tabs in the multi contextual panels that you can use when you handle interactions. This tab includes a customizable summary of information about your interaction. Conversation Details can include the following:

External URLs
Account numbers
Case numbers
Other information

Note: Your Genesys Cloud admin configures the available Conversation Details fields. For more information, see Set Participant Data action and Attach custom conversation attributes to participant data in Architect.

To view the details of an interaction, to the right, click Conversation Details .

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View an interaction’s conversation details