Genesys Cloud - Main

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

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.

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

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?

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.

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