Hello,
We have configured an Inbound IVA voice call flow using Genesys Cloud CX Dialog Engine Bot. The call flow is designed as follows:
- Call enters Inbound Call Flow
- Routed to Voice Bot Flow (IVA)
- Then transferred back to Inbound Call Flow
- Finally transferred to a live agent in Salesforce CRM
This is the documentation we followed to enable transcription in Salesforce.
Configure Genesys Cloud CX Voice Transcript component - Genesys Cloud Resource Center
Currently , we are getting both the bot and after transfer agent call recording and transcript in Genesys Cloud.
However, the conversation between the customer and the Voice Bot (IVA) is not appearing in Salesforce. The Transcript tab only displays the segment after the agent answers the call.
Is there any supported way or additional configuration on the Salesforce side or Genesys integration side to display the pre-agent Voice Bot / IVA conversation in the Salesforce Transcript tab (or Conversation timeline)?
Appreciate your guidance.
#API/Integrations
#ConversationalAI(Bots,VirtualAgent,etc.)
#Implementation
#Telephony