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  • 1.  Issue with API Response Playback in Genesys Flow

    Posted 04-02-2026 14:25

    Hi Team,

    I am facing an issue with API response handling and audio playback in the Genesys flow. Below are the steps and observations:

    Steps Implemented:

    The API returns a collection of amount values (string array).
    I stored the response in Flow.Amount (collection string).
    Created a variable Flow.TotalAmount (string) with the following expression:
    If(Count(Flow.Amount) > 0, GetAt(Flow.Amount, 0), "")
    Passed Flow.TotalAmount into the Play Audio block for playback.

    Observation:

    The flow correctly picks the first value from the collection.
    However, the same value is being played repeatedly multiple times.
    The Play Audio block is not configured inside any loop, and no loop index variables are used.


    Could you please help identify why the audio is looping or replaying multiple times, even though the logic is intended to play only once?

    Your guidance would be very helpful.


    #ArchitectandDesign

    ------------------------------
    Srikanth k s
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  • 2.  RE: Issue with API Response Playback in Genesys Flow

    Posted 04-02-2026 17:40

    Hi Srikanth,

    Just looking at the steps you have provided, I don't see anything wrong with it.

    I just tried to replicate the logic as well and had no issues with the audio playing more than once:

    The only thing I can imagine is if you are playing this audio inside of a "In-Queue Call Flow", which automatically loops itself when it gets to the end.

    But if that's not the case, I can't anything that could cause this.

    Maybe if you want to share some screenshots of your whole set up, I could take a look!



    ------------------------------
    Marcello Jabur
    ------------------------------



  • 3.  RE: Issue with API Response Playback in Genesys Flow
    Best Answer

    Posted 04-03-2026 01:08

    @Marcello Jabur, The above configuration is done for inbound voice. I made a small correction in the inbound voice flow, and now it's working fine. Thanks.



    ------------------------------
    Srikanth k s
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    Original Message


  • 4.  RE: Issue with API Response Playback in Genesys Flow

    Posted 04-03-2026 09:53

    Hi Srikanth

    Share with us what happened with the audio loop; this may help others in the future with the same problem.



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


  • 5.  RE: Issue with API Response Playback in Genesys Flow

    Posted 04-03-2026 10:28

    @Kaio Oliveira, After playing TotalAmount, the call is transferred to another flow where an API is invoked. If the API returns data, the call is routed to a different path. If the API response is empty, the call is redirected back to the original flow. Since the API is currently returning empty data, the call loops back to the initial flow, where the TotalAmount is played again at the beginning of the task. As a result, the amount is played multiple times, which is expected behavior.



    ------------------------------
    Srikanth k s
    ------------------------------

    Original Message


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