Hi Rawat,
Just to clarify my earlier wording, when I said "Set Preferred Agent Action" I did not mean there is a specific Architect action with that exact name.
What I meant was that you could try building the preferred agent data in the flow first using Update Data, for example by creating an AgentScorePair with MakeAgentScorePair(...) and then, if needed, putting that into a collection with MakeListAgentScorePair(...), before transferring the interaction to queue voicemail.
So the idea would be:
- use Update Data to build the preferred agent value
- transfer to queue voicemail
- test whether that routing data is preserved for the ACD voicemail and whether the queue's Preferred Agent Routing settings then honour it
Since your use case is specifically for voicemail, that is the pattern I would be testing
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Phaneendra
Technical Solutions Consultant
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Original Message:
Sent: 04-02-2026 05:39
From: Rawat Radhika
Subject: How to assign Voicemail to a Preferred Agent in Genesys Cloud?
Hi Phaneendra,
Thanks for your response!
At present, We don't have Set Preferred Agent Action in Genesys Architect. Additionally, the alternative method of using Transfer to Voicemail (User) is not viable for our use case, as this results in a non‑ACD interaction, which does not meet our routing or reporting requirements.
Given these limitations, we would like to understand whether Genesys Cloud offers any supported method to transfer an interaction to voicemail while still honoring a preferred agent assignment within an ACD‑routed workflow.
Thanks
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Rawat Radhika
Original Message:
Sent: 04-01-2026 06:26
From: Phaneendra Avatapalli
Subject: How to assign Voicemail to a Preferred Agent in Genesys Cloud?
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
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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