Genesys Cloud - Main

Hello, community: I would like to know if it is possible to configure the automatic closing of the preview for both calls and callbacks originating from a campaign.

We have configured Automatically start and end callbacks in the queue, and both calls through that queue and callbacks are automatically closed after the time we have configured. What we are unable to achieve is for that automatic closure to occur when both calls and callbacks are through the campaign.

#PlatformAdministration

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Reynol Hierrezuelo Hernandez
NA
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Hello Reynol,

This is intentional for a preview campaign as the whole point is the agent is in charge of the interaction, they get to preview the interaction before dialing and then the agent is required to mark the interaction as complete within the campaign.  There is an idea on the Genesys cloud Product Ideas lab: Remove the "End Preview / End interaction / Disconnect" button from the Preview Dialer that matches your requirements, I would suggest voting for and adding your use case so that you can be kept up to date on the ideas progress. 

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 08-29-2025 05:31
From: Reynol Hierrezuelo Hernandez
Subject: Automatic preview closure

Hello, community: I would like to know if it is possible to configure the automatic closing of the preview for both calls and callbacks originating from a campaign.

We have configured Automatically start and end callbacks in the queue, and both calls through that queue and callbacks are automatically closed after the time we have configured. What we are unable to achieve is for that automatic closure to occur when both calls and callbacks are through the campaign.

#PlatformAdministration

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Reynol Hierrezuelo Hernandez
NA
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