Genesys Cloud - Main

hello,

we are testing one bot and we are calling a bot flow from messenger flow, at some point we are offering a call back through the bot but we want to offer a way to no be recorded on the call back if the customer want to not be recorded.
We are using the call back API (/api/v2/conversations/callbacks), we were able to generate the call back fine but we are executing a script to execute secure pause if no recoding is desired, but is not working as expected.

Any ideas or somebody did something similar with good results?
I also observed that there's is a outbound module in Architect but I did not see a way to link into outbound from either bot or messaging.

thanks

#Outbound

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Dario Torres
Sabre Global Service S.A.
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Dario,

If you create a Callback from the flow then I would suggest that you place callbacks into a separate queue and then create a recording retention policy for calls in that queue to not be recorded.  

The other option you have would be to use an Agentless Outbound Campaign linked to a calling list that never empties.  You can add records to the calling list from the flow and the dialer will call those numbers.  If a human answers then they can first go through and Outbound Flow where you can have a call flow that offers them the option to not be recorded and then to Transfer to ACD to whichever queue you select.

Hope that helps.

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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
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Original Message:
Sent: 09-01-2021 15:32
From: Dario Torres
Subject: Bot triggering a call back // way to not record

hello,

we are testing one bot and we are calling a bot flow from messenger flow, at some point we are offering a call back through the bot but we want to offer a way to no be recorded on the call back if the customer want to not be recorded.
We are using the call back API (/api/v2/conversations/callbacks), we were able to generate the call back fine but we are executing a script to execute secure pause if no recoding is desired, but is not working as expected.

Any ideas or somebody did something similar with good results?
I also observed that there's is a outbound module in Architect but I did not see a way to link into outbound from either bot or messaging.

thanks

#Outbound

------------------------------
Dario Torres
Sabre Global Service S.A.
------------------------------