Genesys Cloud - Main

Hi Team,

Currently for customer first callback in interaction the default script is showing for agents,

Can we able to override that script to the script we created or any keys can we able to add to it?

Thanks.

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#Reporting/Analytics
#Routing(ACD/IVR)

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Haridass Sarangan
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For Customer First Callback, you can choose to send it to a flow first instead of direct to queue, then in the inbound flow you can assign the script as you would normally. If you select Queue, then it will use the queue defaults

https://help.mypurecloud.com/articles/customer-first-callbacks-overview/ 

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Anton Vroon
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Hello

I have the same problem and have reported a Support case to Genesys on this. They are working on at the moment. WE use flow when the customer and set script there also and it don't work. It works fine with agent first. Support case number: 0003717494

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Eystein Kylland
Systemutvikler Genesys Applikasjonsspesialist
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Hi, We released an update to the product last month that will support callback specific scripts for customer first callbacks. Hoping that helps fix the issue for you. ty!

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Rini Rajan
Staff Cloud Product Manager
Genesys - Employees
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Original Message:
Sent: 04-28-2025 01:11
From: Eystein Kylland
Subject: Override Default Script for Customer first callback

Hello

I have the same problem and have reported a Support case to Genesys on this. They are working on at the moment. WE use flow when the customer and set script there also and it don't work. It works fine with agent first. Support case number: 0003717494

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Eystein Kylland
Systemutvikler Genesys Applikasjonsspesialist
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