Get a conversation ID for Product Support

If your problem relates to a call, then obtain the conversation ID, or interaction URL, before contacting Product Support. Call-related problems include stuck calls, bad audio, failed transfers, and other issues with voice interactions. The following video shows how to get the Conversation ID with Genesys Cloud running in a browser:

To find and copy a conversation ID:

1. Click Performance > Workspace.
2. Click the Interactions view. 
3. Click Menu > Analytics > Analytics Workspace.
4. In the Default section, search for Interactions and then click the view name to open it.
5. In the row that contains the interaction, click
6. Click Copy Conversation ID.

Provide this ID number to Genesys Cloud Support when you open a ticket.

The following information is also useful:

• Date and approximate time of interaction
• Approximate duration
• Phone number associated with the interaction
• Inbound or outbound

For more information about troubleshooting, see Troubleshooting before calling Product Support.