Hi Rawat,
A common approach for this is to use ACD voicemail together with Preferred Agent Routing.
In your flow, before transferring to voicemail, you can use the Set Preferred Agent action to assign the preferred agent (similar to what you're doing today for callbacks). When the voicemail is created, it will honour that preference and attempt to route to that agent first, with fallback based on your queue rules.
Alternatively, you could use Transfer to Voicemail (User) to send it directly to the agent's mailbox, but this removes queue visibility and fallback handling.
Hope this helps.
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Phaneendra
Technical Solutions Consultant
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Original Message:
Sent: 04-01-2026 05:16
From: Rawat Radhika
Subject: How to assign Voicemail to a Preferred Agent in Genesys Cloud?
Hi Everyone,
We want the customer to leave a voicemail, and this voicemail should be routed to the customer's preferred agent.
Currently, we have implemented Preferred Agent Callback using a Data Action that creates a callback and assigns it to the preferred agent's queue, which works fine for callbacks. However, the business now wants to replace this experience with voicemail instead of a callback, and they want the voicemail to be delivered specifically to the preferred agent. I would also like to understand whether there are any recommended approaches or workarounds for achieving preferred‑agent voicemail routing?
#Implementation
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Rawat Radhika
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