Genesys Cloud - Main

Hi Team,

Dialogflow CX supports playing audio from public URLs.

https://cloud.google.com/dialogflow/cx/docs/reference/rest/v3/Fulfillment#PlayAudio

After researching, I found that this functionality works with telephony integration and custom integrations (though I'm unsure if this includes Genesys). I am attempting to play an audio prompt from a file uploaded outside of Genesys using a webhook, following the sample provided here.

https://stackoverflow.com/questions/65186184/how-to-send-audio-back-from-dialogflow-cx-webhook

I also tried adding the URL directly to Dialogflow CX in the "Play pre-recorded audio" option, but unfortunately, I can't hear any response.

So, does this feature work with Genesys Cloud or not?

Note: It is possible to use user prompts in Genesys, but there are some limitations. I need to play audio from a URL.

#ConversationalAI(Bots,AgentAssist,etc.)

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Nuttakorn Mungkalakiri
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Hello Nuttakorn,

From what I understand, it does not appear that we currently support that feature. If you want to make an enhancement request for Genesys Cloud, Genesys encourages you to register your request through the Product Ideas Lab.

To Access the Product Ideas Lab and add your idea:

1. Sign in to the Genesys Knowledge Network.
2. On the Product Ideas Lab section, click Browse and Submit Ideas.
3. From the Product Ideas Lab, click Add a Product Idea.

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Jason Kleitz
Online Community Manager/Moderator
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