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Overview of TrueEngage Video Escalations for Genesys Cloud

TrueEngage lets agents offer a video session during an active Genesys Cloud interaction — either a Web Messaging conversation or a PSTN phone call. This article explains both starting points, describes the customer and agent journeys, and covers what to confirm before testing your deployment.

Prerequisites

  • TrueEngage installed and connected to your Genesys Cloud organisation
  • TrueEngage Journey (Visitor Journey) app available to agents in Genesys Cloud
  • For PSTN-to-video: SMS Configuration enabled by your administrator
  • A test device and browser capable of opening a video invitation and granting camera and microphone permissions

When Video Can Help

Video is an additional contact option. It is useful when a customer needs to show something that is difficult to explain in a message or over the phone.

  • A customer describing a damaged item in chat can be offered video so the agent can examine the issue alongside them.
  • A caller struggling to explain what they see can receive an SMS link to a video session.

The agent offers video when it is useful, and the customer chooses whether to join.

The Two Starting Points

TrueEngage supports video escalation from two Genesys Cloud interaction types.

From Web Messaging From a PSTN Call
Starting point An active Web Messaging interaction in Genesys Cloud An active phone call handled in Genesys Cloud
Agent action Select Send Video Offer in the TrueEngage Journey channel-upgrade panel Open SMS Configuration, enter the customer's number, and select Send Video Offer
Customer journey Receives the video offer in the messaging conversation and follows the invitation Receives an SMS and opens its video-session link
Useful when A text conversation needs a visual explanation A phone conversation needs a visual explanation

Escalation from Web Messaging

The agent handles the Web Messaging interaction in Genesys Cloud and opens the TrueEngage Journey app.

How it works

  1. Under Channel upgrade, the agent selects Send Video Offer.
  2. The customer receives the offer in the conversation and follows the invitation to join video.
  3. The agent confirms that the customer has joined and that the required video and audio functions work before relying on video to assist the customer.

The Send Audio Offer and Screen Sharing options are also available in the same panel.

Escalation from a PSTN Call Using SMS

During the phone interaction, the agent opens Channel upgrade in TrueEngage Journey and uses SMS Configuration. This is part of TrueEngage Journey, not a separate widget deployment.

How it works

  1. The agent enters the customer's phone number and selects Send Video Offer.
  2. The customer receives an SMS containing a link to the video session.
  3. The customer opens the link on a suitable device and follows the joining prompts, including any requested camera and microphone permissions.
  4. The agent checks that the customer has joined before proceeding with the visual explanation.

Confirm the phone number before sending, and confirm that the customer can receive and open an SMS link.

How TrueEngage and Genesys Cloud Work Together

  • Genesys Cloud handles the starting Web Messaging or PSTN interaction.
  • TrueEngage Journey provides the channel-upgrade controls used to offer video.
  • For the PSTN route, the customer receives access through an SMS invitation.
  • After the customer joins, the agent uses the video session to support the conversation.

Interactions remain queued, routed, recorded, and reported natively in Genesys Cloud.

Notes and Warnings

Verifying the session

An offer being sent, an SMS being received, or a video panel appearing is not enough to establish that a working video session has started. A successful test checks that the customer joins and that all participants can use the required media.

What to prepare before testing

  • A working Web Messaging or PSTN interaction in Genesys Cloud and access to TrueEngage Journey for the handling agent.
  • The relevant TrueEngage video-escalation setup, including SMS Configuration for the PSTN route, prepared by your administrator.
  • A customer device and browser that can open the invitation and use the required camera and microphone.
  • A test of the complete journey, from sending the offer to joining and verifying the session.

Deployment-specific behaviour

  • Confirm how the original phone call and the video session handle audio before advising customers to disconnect or mute either one.
  • For both routes, check the behaviour of your configured environment rather than assuming that every deployment works identically.
  • Invitation expiry, cancellation, retry behaviour, recording, and storage are outside this overview. Refer to the relevant product documentation or your administrator for deployment-specific information.

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