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  • 1.  Calling list update for outbound agentless calls.

    Posted 05-07-2026 04:09

    I want to make outbound agentless calls.

    I want to write a calling list of the answers I receive to the questions.

    Can I get some ideas on this?


    #Outbound

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    Fatih Gegin
    Genesys Ürün Danışmanı / Genesys Product Consultant
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  • 2.  RE: Calling list update for outbound agentless calls.

    Posted 05-07-2026 07:14

    Hi Fatih,

    I haven't implemented a similar use case myself, but from what I understand this should be possible using an Agentless Campaign with an Outbound Call Flow.

    You can:

    • Ask questions (DTMF or speech)
    • Capture responses in flow variables

    To store the responses back into the calling list, from my understanding you would need to use a Data Action/API, for example:

    PUT /api/v2/outbound/contactlists/{contactListId}/contacts/{contactId}

    This should allow you to update the contact record (calling list row) with the captured answers.

    I also came across a couple of related posts which may help with the setup side:

    These don't specifically cover writing back to the contact list, but may help with the flow setup.

    Hope this helps and hopefully someone who has implemented a similar use case can share more details.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
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  • 3.  RE: Calling list update for outbound agentless calls.

    Posted 05-07-2026 10:29

    Hi,

    Thank you for your response. What I want to do is update the columns I've added to the Calling list via an attachdata through IVR, without any API.



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    Fatih Gegin
    Genesys Ürün Danışmanı / Genesys Product Consultant
    ------------------------------

    Original Message


  • 4.  RE: Calling list update for outbound agentless calls.
    Best Answer

    Posted 05-07-2026 15:51

    Hi Fatih,

    If your goal is to update custom columns in the calling list directly from the IVR during an Agentless Campaign without using APIs/Data Actions, then unfortunately this is not supported natively in Genesys Cloud.

    Important distinction

    In an Outbound Call Flow you can:

    • collect DTMF/speech input
    • store values in Architect variables
    • use Attach Data internally during the interaction

    However:

    • Attach Data does not write back to the Contact List record
    • it only enriches the current conversation context

    Current platform limitation

    Contact List updates are only supported through:

    • Outbound APIs
    • Data Actions
    • External integration/middleware

    So there is currently no native Architect action like:

    • "Update Contact List Row"
    • or "Persist Attach Data to Calling List"

    Recommended production approach

    The cleanest pattern is usually:

    Agentless Campaign
    → Outbound Call Flow
    → Capture responses
    → Data Action/API updates contact list columns

    Using:
    PUT /api/v2/outbound/contactlists/{contactListId}/contacts/{contactId}

    This is currently the supported way to persist survey/IVR responses back into the calling list itself.

    Alternative approach

    If you want to avoid updating the contact list directly, another common approach is:

    • storing the responses externally (CRM/database)
    • while keeping the contact list only as the dialing source

    This usually scales better for reporting and historical tracking as well.



    ------------------------------
    Gabriel Garcia
    NA
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  • 5.  RE: Calling list update for outbound agentless calls.

    Posted 05-07-2026 21:10

    Just as an additional note: in the past, this idea was already evaluated and was marked as "Will Not Implement".



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    Elisson Fernandes
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    Original Message


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