Genesys Cloud - Main

is it possible to create a pre-queue for messaging where a customer can ask a number of questions about a topic without having to go into the main queue to go through a full customer process ?.

#ArchitectureandDesign

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richard craig
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Hi Richard,

Do you mean using a virtual agent to answer questions and then pass off to a real agent if needed?  I think Genesys virtual agent might be helpful for your scenario: About Genesys Virtual Agent

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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