Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Set Whisper Audio to Create Callback in Architect

    Posted 04-03-2025 12:00
    No replies, thread closed.

    Hello, 

    We're looking for a way to set a whisper prompt to callback interactions that will play a prompt to agents receiving a callback to let them know that it's a callback interaction as opposed to a voice. If we were to add this Set Whisper Audio action before a Create Callback, will that prompt play when the callback is picked up by the agent? 

    We're thinking that this may not work due to differences between Voice and Callback media types. Do Callback media types have the capability of having Whisper Prompts set to them? I checked resource center, but there's no specifics on what can/cannot use the Set Whisper action. 

    Set Whisper documentation: Set Whisper Audio action - Genesys Cloud Resource Center

    Create Callback: Create Callback action - Genesys Cloud Resource Center


    #Unsure/Other

    ------------------------------
    Michael Perkins
    ------------------------------


  • 2.  RE: Set Whisper Audio to Create Callback in Architect
    Best Answer

    Posted 04-03-2025 15:15
    No replies, thread closed.

    Hello Michael,

    As of right now, whisper prompts do not work on callbacks. They currently only work on inbound calls before connecting to agents. Since Callbacks are initiated on the agent's side as an outbound call, a whisper prompt does not get triggered.

    I did see that there is an Idea for this that is marked as Future Consideration in the Product Ideas Lab. I would recommend voting on that Idea and commenting that you would like to see this implemented as a feature.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Set Whisper Audio to Create Callback in Architect

    Posted 06-02-2025 11:41
    No replies, thread closed.

    Hi Jason, thank for answering this for Michael previously.

    I know that we are only a few more months down the line but I just wanted to check that this was definitely still the case with regards to whisper prompts not working on callbacks please?



    ------------------------------
    Kind regards,

    Chris Diaper
    Telephony Engineer
    ------------------------------

    Original Message


  • 4.  RE: Set Whisper Audio to Create Callback in Architect

    Posted 06-13-2025 15:31
    No replies, thread closed.

    Hey Chris,

    I have not seen any changes with regards to this functionality. Whisper prompts will not work on callback. I would recommend voting on that Idea and leaving a comment if you would like to see this function developed for the platform.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


Related Content