Hello,
Yes, it is possible to enable auto-answer on both voice and messaging channels.
You can of course do this from the Genesys Cloud Desktop UI (if your question was about feasibility).
In the new UI, in the Menu, go to User Management -> User (People in legacy UI), and select your user. Select the "Auto Answer" tab. Set the "Auto-Answer" toggle to On. The different channels will then appear: Voice, Email, and all Messaging channels (Facebook, Web Messaging, ....). You can define auto-answer to be on or off for each of them (individually).
Using API, this is done with 2 different endpoints:
userId is the id of your user.
The body must contain "version" (this value should be the current version of the user. The current version can be obtained with a GET /api/v2/users/{userId} on the user before doing a PATCH) and "acdAutoAnswer" (boolean: true/false) properties.
e.g.
{
"version": 101,
"acdAutoAnswer": true
}
- For digital (Email and Messaging channels)
The agentId also refers to the id of your user (i.e. userId).
With PUT, all agent settings will be replaces with the content of the request body.
With PATCH, only the entries you have included in the request body will be replaced (delta update).
Once the GET /api/v2/users/agentui/agents/autoanswer/{agentId}/settings returns a content, you can use the PATCH or PUT endpoints. Or if you prefer, you can always use PUT if that fits your need.
The body of the PUT and the PATCH can be as follows (or a subset - channels are considered with auto-answer false by default).
You can set auto-answer for Email, and for each messaging channel type (Facebook, Web Messaging, ...).
e.g. (In the example below, Email is turned off - only Web Messaging, Open Messaging, SMS and WhatsApp are turned on, other messaging channels are off)
{
"settings": {
"Email": {
"enabled": false
},
"Apple": {
"enabled": false
},
"WebMessaging": {
"enabled": true
},
"Sms": {
"enabled": true
},
"Instagram": {
"enabled": false
},
"Twitter": {
"enabled": false
},
"Facebook": {
"enabled": false
},
"WhatsApp": {
"enabled": true
},
"Open": {
"enabled": true
}
}
}
Regards,
------------------------------
Jerome Saint-Marc
Senior Development Support Engineer
------------------------------
Original Message:
Sent: 10-07-2025 17:46
From: Pascale Fontaine
Subject: trying to update auto answer with api
Is there a way to have both Voice and Messaging enabled with auto-answer on
------------------------------
Pascale Fontaine
NA
Original Message:
Sent: 03-20-2025 03:00
From: Jerome Saint-Marc
Subject: trying to update auto answer with api
Hello,
I just had a look at what the Genesys Desktop does/uses when updating the auto-answer setting for Voice.
It is using a different endpoint.
You can turn voice auto-answer on or off with PATCH /api/v2/users/{userId}.
The body only needs version attribute (that you will obtain with a GET /api/v2/users/{userId}). And you turn auto-answer for voice through the acdAutoAnswer attribute (true or false).
Regards,
------------------------------
Jerome Saint-Marc
Senior Development Support Engineer
Original Message:
Sent: 03-19-2025 17:53
From: Clayton Curtis
Subject: trying to update auto answer with api
Getting Value [Voice] is not a valid property for object [AgentUIMediaType]
this is my payload (not sure what to use for the media type):
{
"settings": {
"Voice": {
"enabled": true
}
}
}
This is endpoint:
/api/v2/users/agentui/agents/autoanswer/{agentId}/settings
#PlatformAPI
------------------------------
Clayton Curtis
Tech manager
------------------------------