Hello, during a callback, is it possible to add an audio prompt that the customer will hear prior to connecting with an agent? ie: "This is <company> returning your callback request. One of our agents will be able to assist you in a few seconds."

#Routing(ACD/IVR)

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Joel Pereira
IT Manager
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Hi Joel, 

It looks like you can configure this with the customer first call backs Live Voice Customer first callback settings: by creating a flow the plays the message before transferring to a queue/agent

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 01-23-2025 09:59
From: Joel Pereira
Subject: Callback answer prompt

Hello, during a callback, is it possible to add an audio prompt that the customer will hear prior to connecting with an agent? ie: "This is <company> returning your callback request. One of our agents will be able to assist you in a few seconds."

#Routing(ACD/IVR)

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Joel Pereira
IT Manager
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