Genesys Cloud - Main

Hello,

We have a group of agents that accept calls for multiple queues.
Is there a way to play a queue greeting, while leaving the InQueue Flow and before the agent is connected?

I was hoping the Agent Greeting would work but it looks like the Agent Greeting is not queue specific and won't meet the contact center's request. 

Ideally, the contact center would like to have something like, "Thank you, you are now being routed to XXXX Team".  then the agent would pick up and just announce their name.

#Routing(ACD/IVR)

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Pauline Hittle
IT Project Manager
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Hello Pauline,

Have you tried to have the call transferred to a queue and having Text To Speech say something like, "Thank you. You are now being routed to the [Team Name]. An available agent will be with you momentarily"?

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Jason Kleitz
Online Community Manager/Moderator
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So, we have a call flow, which sends a caller to a queue and if no one is available,  the caller is sent to an inQueue flow.

Would I add the prompt at the main inbound call flow, before the queue & inQueue flow?  

Is there a way to play the message as the call leaves the inQueue Flow?

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Pauline Hittle
IT Project Manager
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Original Message:
Sent: 12-23-2025 15:38
From: Jason Kleitz
Subject: Exit InQueue Prompt

Hello Pauline,

Have you tried to have the call transferred to a queue and having Text To Speech say something like, "Thank you. You are now being routed to the [Team Name]. An available agent will be with you momentarily"?

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Jason Kleitz
Online Community Manager/Moderator
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