Genesys Cloud - Developer Community!

Hi Developer Community,

I am trying to find a way for our managers/supervisors to access an Agent's personal voicemail box within Genesys Cloud.

I understand that ACD/Queue voicemails are visible in performance views, but I'm looking specifically for access to the private messages left for individual users.

A few quick questions for the experts here:

• Is there an out-of-the-box way for a supervisor to listen to these personal messages through the UI?

• If not, is this something that can be achieved via the Platform API (using the /api/v2/voicemail endpoints)?

• Are there any recommended workarounds for management oversight, such as automated forwarding or group configurations?

I haven't been able to find a "Manager View" for personal inboxes, so I wanted to confirm if this is a hard privacy restriction or if I'm simply missing a specific permission.

Thanks in advance for the help!

#EmbeddableFramework
#PlatformAPI
#PlatformSDK
#Uncategorized

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Thanks,
Balaji B
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Hi Balaji,

With the correct set of configurations and permissions I believe its possible:

How Supervisor Access Works:

Administrators can enable supervisors to access detailed voicemail information for their agents through secure API endpoints. This capability provides two specific API endpoints:

GET /api/v2/voicemail/users/{userId}/messages - Retrieve a list of voicemail messages for a specific user
GET /api/v2/voicemail/users/{userId}/mailbox - Access details about a specific user's voicemail mailbox

Key Features & Controls:

Metrics Tracking: Supervisors can track key voicemail metrics such as Read Voicemail, Deleted Voicemail, and Note Written for Voicemail, along with their timestamps
Secure Authentication: Client Credentials grants ensure only authorized personnel can access voicemail information
Division-Aware Permissions: Access control is based on organizational structure, allowing tailored oversight
Feature Toggle: Administrators can control the rollout and management of this capability

Please note that this is not available out-of-the-box through the standard UI. Access requires API integration and must be explicitly enabled by administrators with proper permissions configured. This helps balance management oversight needs with employee privacy considerations.

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Joaquin Garcia Fink
Senior Customer Success Manager
Genesys - Employees
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