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Hi Kyle,

Have you considered using the area code?

• You could create a Data Table containing the relevant area codes;
• When the customer calls, use Architect's native functions to retrieve the area code from their phone number;
• Check the Data Table for a match:
  • If a match is found, confirm with the customer that this is their area code and that this is the area where they need assistance;
  • If the customer says they need assistance in a different area, or if no match is found in the Data Table, ask for permission to send them a link to share their geolocation.

Before sending the geolocation link, you can ask the customer if they are currently in the area where they need assistance. If they are not, you can ask which area they need assistance in and capture their response through the bot.

This is how I would structure the flow. I'm not sure if this approach works for you, but I hope it helps.

I have thought about using that approach for this, but my main drawback is I would venture to guess that since we are a transportation engine supplier, 90% of the locator calls are not from the caller's home base, so pulling the area code is not something that would be beneficial most of the time. 

Hi Kyle,

Have you considered using the area code?

• You could create a Data Table containing the relevant area codes;
• When the customer calls, use Architect's native functions to retrieve the area code from their phone number;
• Check the Data Table for a match:
  • If a match is found, confirm with the customer that this is their area code and that this is the area where they need assistance;
  • If the customer says they need assistance in a different area, or if no match is found in the Data Table, ask for permission to send them a link to share their geolocation.

Before sending the geolocation link, you can ask the customer if they are currently in the area where they need assistance. If they are not, you can ask which area they need assistance in and capture their response through the bot.

This is how I would structure the flow. I'm not sure if this approach works for you, but I hope it helps.

Hi Kyle,

I think your original approach is definitely worth exploring. Genesys Cloud wouldn't natively request the geolocation from the customer's mobile device, so that part would need to be handled externally.

One possible architecture would be to send the customer an SMS with a link to a secure web application. The web page could request permission to access the device's location using the browser's geolocation capability, then use the coordinates to query your service-centre locator.

Genesys could orchestrate the journey around that using Architect, APIs/Data Actions and agentless SMS, with city/ZIP capture in the bot as a fallback if the customer doesn't grant location access.

Given your point about customers often travelling, this seems more reliable than trying to infer their current location from the calling number.

Hope this helps.

I have thought about using that approach for this, but my main drawback is I would venture to guess that since we are a transportation engine supplier, 90% of the locator calls are not from the caller's home base, so pulling the area code is not something that would be beneficial most of the time. 

Hi Kyle,

Have you considered using the area code?

• You could create a Data Table containing the relevant area codes;
• When the customer calls, use Architect's native functions to retrieve the area code from their phone number;
• Check the Data Table for a match:
  • If a match is found, confirm with the customer that this is their area code and that this is the area where they need assistance;
  • If the customer says they need assistance in a different area, or if no match is found in the Data Table, ask for permission to send them a link to share their geolocation.

Before sending the geolocation link, you can ask the customer if they are currently in the area where they need assistance. If they are not, you can ask which area they need assistance in and capture their response through the bot.

This is how I would structure the flow. I'm not sure if this approach works for you, but I hope it helps.

That was kind of what I was thinking: we would need to use a web app or something similar to ask permission for the geolocation. I think this may be the most direct way to do it, without just sending the caller a link to the existing locator page. 

------------------------------
Kyle Morgan
------------------------------


Original Message:
Sent: 08-17-2026 14:59
From: Phaneendra Avatapalli
Subject: Voice bot triggers a request for callers geolocation

Hi Kyle,

I think your original approach is definitely worth exploring. Genesys Cloud wouldn't natively request the geolocation from the customer's mobile device, so that part would need to be handled externally.

One possible architecture would be to send the customer an SMS with a link to a secure web application. The web page could request permission to access the device's location using the browser's geolocation capability, then use the coordinates to query your service-centre locator.

Genesys could orchestrate the journey around that using Architect, APIs/Data Actions and agentless SMS, with city/ZIP capture in the bot as a fallback if the customer doesn't grant location access.

Given your point about customers often travelling, this seems more reliable than trying to infer their current location from the calling number.

Hope this helps.

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------



Original Message:
Sent: 08-17-2026 10:21
From: Kyle Morgan
Subject: Voice bot triggers a request for callers geolocation

I have thought about using that approach for this, but my main drawback is I would venture to guess that since we are a transportation engine supplier, 90% of the locator calls are not from the caller's home base, so pulling the area code is not something that would be beneficial most of the time. 

------------------------------
Kyle Morgan
------------------------------




Original Message:
Sent: 08-17-2026 10:08
From: Camila Meneghini
Subject: Voice bot triggers a request for callers geolocation

Hi Kyle,

Have you considered using the area code?

• You could create a Data Table containing the relevant area codes;
• When the customer calls, use Architect's native functions to retrieve the area code from their phone number;
• Check the Data Table for a match:
  • If a match is found, confirm with the customer that this is their area code and that this is the area where they need assistance;
  • If the customer says they need assistance in a different area, or if no match is found in the Data Table, ask for permission to send them a link to share their geolocation.

Before sending the geolocation link, you can ask the customer if they are currently in the area where they need assistance. If they are not, you can ask which area they need assistance in and capture their response through the bot.

This is how I would structure the flow. I'm not sure if this approach works for you, but I hope it helps.

------------------------------
Camila Meneghini
------------------------------

Hi, Kyle,  have you tried asking your customer to respond with a pin in that first SMS? iOS has a location option in the responses.

A quick test yielded the following: 

https://maps.apple.com/place?coordinate=XX.XXXXXX,-XXX.XXXXXX&name=Dropped%20Pin&span=X.XXXXXX,X.XXXXXX

------------------------------
Anthony Heacock
Systems Analyst
------------------------------


Original Message:
Sent: 08-17-2026 15:28
From: Kyle Morgan
Subject: Voice bot triggers a request for callers geolocation

That was kind of what I was thinking: we would need to use a web app or something similar to ask permission for the geolocation. I think this may be the most direct way to do it, without just sending the caller a link to the existing locator page. 

------------------------------
Kyle Morgan
------------------------------



Original Message:
Sent: 08-17-2026 14:59
From: Phaneendra Avatapalli
Subject: Voice bot triggers a request for callers geolocation

Hi Kyle,

I think your original approach is definitely worth exploring. Genesys Cloud wouldn't natively request the geolocation from the customer's mobile device, so that part would need to be handled externally.

One possible architecture would be to send the customer an SMS with a link to a secure web application. The web page could request permission to access the device's location using the browser's geolocation capability, then use the coordinates to query your service-centre locator.

Genesys could orchestrate the journey around that using Architect, APIs/Data Actions and agentless SMS, with city/ZIP capture in the bot as a fallback if the customer doesn't grant location access.

Given your point about customers often travelling, this seems more reliable than trying to infer their current location from the calling number.

Hope this helps.

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------




Original Message:
Sent: 08-17-2026 10:21
From: Kyle Morgan
Subject: Voice bot triggers a request for callers geolocation

I have thought about using that approach for this, but my main drawback is I would venture to guess that since we are a transportation engine supplier, 90% of the locator calls are not from the caller's home base, so pulling the area code is not something that would be beneficial most of the time. 

------------------------------
Kyle Morgan
------------------------------





Original Message:
Sent: 08-17-2026 10:08
From: Camila Meneghini
Subject: Voice bot triggers a request for callers geolocation

Hi Kyle,

Have you considered using the area code?

• You could create a Data Table containing the relevant area codes;
• When the customer calls, use Architect's native functions to retrieve the area code from their phone number;
• Check the Data Table for a match:
  • If a match is found, confirm with the customer that this is their area code and that this is the area where they need assistance;
  • If the customer says they need assistance in a different area, or if no match is found in the Data Table, ask for permission to send them a link to share their geolocation.

Before sending the geolocation link, you can ask the customer if they are currently in the area where they need assistance. If they are not, you can ask which area they need assistance in and capture their response through the bot.

This is how I would structure the flow. I'm not sure if this approach works for you, but I hope it helps.

------------------------------
Camila Meneghini
------------------------------