Genesys Cloud - Main

why do you have to click on the script icon for the script to appear in ACD Email Routing 


#Routing(ACD/IVR)

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Roisin Floyd
Wren Data Ltd.
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I am just in the process of setting up email and chat and both these require the agent to manually select the script, my best guess is that scripting auto pop is restricted to voice but in order to prevent confusing the agent after accepting the interaction whilst on a call. However, I would be interested in the formal replies coming back from those that know. :-)

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Matt Calton
Grove & Dean Ltd
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Sorry, I don't have the "why", but clicking the Scripts button for email and chat is the documented correct behavior.

https://help.mypurecloud.com/articles/use-scripts/

"Scripts automatically appear in the Interaction panel for voice interactions.

To display scripts for email and chat interactions, click the script icon."

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George Ganahl CCXP, GCA
Principal Program Manager
Genesys
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I have also noted this behavior and wish it was at a minimum persistent across interactions.

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Vikki Papesh
Genesys - Employees
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