Genesys Cloud - Main

Hi all, 

I am new to this community and want to understand is there the capability to redirect a customer midway through a call to a script that the customer needs to acknowledge. For example BNPL terms and conditions. once they have listened to and accepted they can transferred back to the agent to continue the call?

Any help would be appreciated. 

thanks

Kieran
#Telephony

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Kieran Mcloughlin
J Sainsbury Plc
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You can put a button on the screen pop that will transfer the caller to a secure flow. Use the secure flow to play mandatory message that the caller needs to hear. You could enter a collect input in that flow for them to acknowledge that they've heard the message, but you'd need to store that data somewhere if you intend to keep it. i.e create a data action that writes the callers ANI, Date/Time and True/False acknowledgement to a database.

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Blake Anderson | Sr. Telecom Engineer
BEST BUY CO., INC.
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Thanks Blake for the response, much appreciated

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Kieran Mcloughlin
J Sainsbury Plc
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Original Message:
Sent: 02-08-2023 12:24
From: Blake Anderson
Subject: Option to enable agent to redirect to a script midway through a call

You can put a button on the screen pop that will transfer the caller to a secure flow. Use the secure flow to play mandatory message that the caller needs to hear. You could enter a collect input in that flow for them to acknowledge that they've heard the message, but you'd need to store that data somewhere if you intend to keep it. i.e create a data action that writes the callers ANI, Date/Time and True/False acknowledgement to a database.

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Blake Anderson | Sr. Telecom Engineer
BEST BUY CO., INC.
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