Genesys Cloud - Main

Good morning, Hive Mind!

I'm fairly sure this has come up before, but I wanted an update to see if anyone has a solution.

I need to be able to record audio from within an Architect flow (Inbound or In-Call), Specific use cases (right now):

1. When requesting a callback, the requirement is to prompt the caller for their name and have the agent listen to that name before placing the call. Proposed solution(s) so far:
   1. Use a Voicebot and perform STT - client doesn't want to use AI at the current time.
   2. Use a customized voicemail - Caller would lose their place in queue.
2. Client wants to give supervisors the ability to update prompts via their telephone. (For things like emergency notices.)

Has anyone managed to crack this one? It seems to be a fairly common ask.

TIA

#ArchitectandDesign
#Telephony

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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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Att,
Breno Canyggia Ferreira Marreco
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Thanks,

That is what I feared. I had hoped Genesys would've fixed this by now - it's not an uncommon requirement!

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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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Original Message:
Sent: 06-08-2026 11:29
From: Breno Canyggia Ferreira Marreco
Subject: Recording Audio from a Flow

Hi Paul, This is not currently supported natively in Genesys Cloud CX Architect

This type of use case typically requires an external integration (e.g., AudioHook or a custom recording service).

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Att,
Breno Canyggia Ferreira Marreco
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