Genesys Cloud - Main

Hi,

I am researching the post flow action feature and found it to be not working when callback is involved. Here's my scenario:

I set a post flow action before Transfer to ACD action. The queue has a wait, as a result the in-queue call flow offers a callback. If caller accepts the callback offer, then IVR creates a callback and then disconnects the call. Since post flow action was set up in this scenario, caller was immediately transferred to the Post call survey. I am expecting caller to get transferred to survey only after the callback has ended. 

Is there a solution for this use case? May be setting a post flow action via an API or something? 

Thank you!

Hi Rohit,

Based on the information provided, I'm unable to offer specific guidance. However, I hope the following link might help resolve the issue:  
[Clear Post Flow Action](https://help.mypurecloud.com/articles/clear-post-flow-action/)

Santhosh, Thank you for your response! Clearing post flow action will help in not sending caller to survey after callback is created. But we will be losing out on the opportunity to survey callers who opted for callback. Based on my research so far, post flow action may not work for callbacks.