Genesys Cloud - Main

I would like to confirm whether supervisors (SVs) can not only monitor but also intervene in interactions handled by the Voice Bot within Genesys Cloud.

Monitoring functionality has already been verified in a test environment.
However, the method for intervention-such as taking over the conversation or directly assisting the customer-remains unclear.

Could you please advise on the following:

• Whether supervisor intervention is supported for Voice Bot interactions
• What specific permissions or roles are required
• How the setup should be configured
• Any relevant documentation or Resource Center articles that explain this process

Any insights, shared experiences, or guidance would be greatly appreciated.

Thank you!

#ConversationalAI(Bots,AgentAssist,etc.)
#QualityManagement

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Anna Ito
Unknown
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Hello Anna, 

This is currently a limitation with voice bot interactions. There is no directly available barge in feature for voice bot interactions as there would be for agent interactions. 

The recommended approach if an interaction needs to be handled by a supervisor would be to create a clear and proper escalation path within the voice bot flow. 

I would also recommend creating an enhancement request in our ideas lab for this as well, as I can see the benefit of having something like this to improve customer experience. 

Cheers,

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Cameron
Online Community Manager/Moderator
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