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  • 1.  Queue Call Back

    Posted 09-18-2023 15:48

    Hello, I am inquiring about Genesys' capabilities related to queue callbacks.  Specifically, can it greet the customer by their first name and provide options like pressing 1 for confirmation, with the understanding that if no input is received, it will not transfer to an agent?  


    Rob Falkowski
    Life Line Screening of America, Ltd.

  • 2.  RE: Queue Call Back

    Posted 09-18-2023 17:15

    This can certainly be achieved. You set your campaign to transfer to a flow, which plays the relevant audio and listens for input.

    If this is truly a callback (as in, someone called in and asked for a call back) then I would still use outbound dialer, but use a Data Action to insert the record into the call list.

    Otherwise, there is an idea out there ( to provide exactly the kind of functionality you describe.


    Paul Simpson
    Eventus Solutions Group

  • 3.  RE: Queue Call Back

    Posted 09-18-2023 20:18

    Actually, the "customer first" callback is in development.  It will allow customers to leave a callback and then it will route the callback on connect to a call flow that will give the option to transfer to the agent, disconnect or other actions.  This is slated for Q4, but I guess it will be early Q1:


    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

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