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  • 1.  Create callback and leave a voice message

    Posted 07-27-2024 02:54
    No replies, thread closed.

    If we don't use "transfer to voicemail" but instead use "create callback" and want customers to leave a voice message with the audio file showing up in the agent's interaction page, similar to when using "transfer to voicemail," how can this be achieved?

    This is to cover cases where customers hang up before leaving a message or leave a message but there is no audio. Normally, the system won't route the call to an agent. Can this be done if we use "transfer to voicemail"?


    #ArchitectureandDesign
    #Implementation
    #Routing(ACD/IVR)

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    Nuttapong Limadisai
    Beryl 8 Plus Public Company Limited
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  • 2.  RE: Create callback and leave a voice message

    Posted 07-29-2024 08:21
    No replies, thread closed.

    Hi Nuttapong,

    I think your only option is to transfer to voicemail if you want them to leave a voice message. It may be worth raising an Idea on the Product Ideas Lab if you want it to create a callback even if the customer hangs up before recording the voicemail.

    But maybe others have better ideas about a solution



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Create callback and leave a voice message
    Best Answer

    Posted 07-29-2024 09:07
    No replies, thread closed.

    @Nuttapong Limadisai

    You can create a custom copy of the "Default Voicemail Flow", instead of disconnecting after leaving the VM transfer this call to callback. This would have the same conversation ID since it is still the same call. btw, I have not tried this solution, worth to explore this option. 



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    Vincent Sabolboro
    ATB Financial
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    Original Message


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