Abstract: Processing customer communications may include receiving a communication from a customer device via a messaging application. One example method of operation may include receiving a conference initiation notification from one of a plurality of conference participant devices at a conference server, identifying a plurality of different communication mediums corresponding to the plurality of conference participant devices, selecting an initial communication medium to establish a conference with the plurality of conference participant devices, and transmitting a conference contact message to the plurality of conference participant devices to initiate a conference.