Genesys Cloud - Main

Hi Genesys Team,

I am writing to request an immediate solution/workaround regarding a critical feature requirement for our contact center operations.

Business Need: We require a Multi-Issuer Personalized Greeting functionality for the agents.

Specifically:

• The system must support personal audio greetings dynamically driven by the specific issuer  associated with the incoming interaction.
• Each agent handles interactions across multiple issuers, requiring different personalized greetings per agent/issuer combination.
• This feature is essential for our large-scale contact centers  and needs to be deployed ASAP.

Could you please advise on the best native architectural approach, existing feature roadmap, or recommended API/scripting workaround to achieve this today?

We would appreciate a quick sync to review available options and align on the implementation path.

Hi Anna,

One option that may help, depending on your requirement, is using a Data Table to map the issuer to a prompt, then using Find User Prompt to retrieve the appropriate prompt dynamically and Play Audio in Architect. That's a documented pattern for dynamically referenced prompts.

If the requirement is to play an issuer-specific prompt before the agent is connected, this approach may be worth exploring. If the requirement is to dynamically change the Agent Greeting itself for each interaction based on the issuer, I haven't found documentation confirming that this is currently supported natively.

Resources:

• User Prompts: https://help.genesys.cloud/articles/user-prompts/
• Find User Prompt action: https://help.genesys.cloud/articles/find-user-prompt-action/
• Work with dynamically referenced prompts: https://help.genesys.cloud/articles/work-with-dynamically-referenced-prompts/