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  • 1.  Agentless Outbound call flow Customer opt out option

    Posted 01-30-2026 12:34
    Edited by George Moore 01-30-2026 16:26
    No replies, thread closed.

    I have set up an Outbound call flow for an agentless campaign, the client is asking for a customer opt-out pressing 9 for future call. Is this possible in to add this in the flow? 


    #Outbound

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    George Moore
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  • 2.  RE: Agentless Outbound call flow Customer opt out option
    Best Answer

    Posted 01-30-2026 16:56
    No replies, thread closed.

    Hello George,

    Yes, it is possible. I have the scenario below from our Outbound Dialer article from the Resource Center:

    • Live party connect:
      • The call plays the outbound IVR message.
      • The contact can opt out of future calls. To do this, include the IVR option, "Press 9 to opt out of future calls."
      • (Optional) The customer's admin can offer the option to connect to a live agent (based on the chosen configuration.) To do this, include the IVR option, "Press 2 to connect to a live agent" and then route calls to a phone number provided by the company.
      • If the contact does not choose to connect to a live agent, the call disconnects.
      • Genesys Cloud CX automatically stores the call result.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Agentless Outbound call flow Customer opt out option

    Posted 02-01-2026 15:59
    Edited by George Moore 02-02-2026 10:13
    No replies, thread closed.

    Hi Jason thanks for the response. I will check the link provided. 



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    George Moore
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    Original Message


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