Genesys Cloud - Main

I'm looking to implement Customer First Callbacks with a Live Voice Transfer to Flow option that would prompt the caller if they still need to speak to an agent or not. If they do, I'd like to retain the queue that this callback was in-queue for originally and route the call back to that queue. So far I haven't found a way to retain this information. Is there something I'm missing?

#ArchitectureandDesign
#Routing(ACD/IVR)

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Stephanie Poole
N/A
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Hello Stephanie,

You could get the queueID from the original conversationID using the following API:

https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-analytics-conversations--conversationId--details

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Jason Kleitz
Online Community Manager/Moderator
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