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Mark Heili

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Using a Bot to route to the appropriate agent on an incoming SMS from the customer

Posted By Mark Heili 05-29-2025 16:39
Found In Egroup: Genesys Cloud - Main \ view thread
I am attempting to set up a message flow that when a customer sends a message to a number that is tied to an SMS flow a bot will intercept the message and then go through the steps to route the message to the appropriate agent. For example, I would send a message of "Hi" to 4145265555, and the bot would ...

Is there a way to get the name of the caller displayed to an agent in an inbound script?

Posted By Mark Heili 10-31-2024 14:29
Found In Egroup: Genesys Cloud - Main \ view thread
Is there a way to add a variable in scripting to display the customer name to the agent when the call comes in. I am looking at the available options, and I see nothing that would dispaly the customer name. #Unsure/Other ------------------------------ Mark Heili ---------------------------- ...

Is there a way to do a bulk download of call transcripts, not the recordings, but the call transcripts.

Posted By Mark Heili 02-14-2024 11:39
Found In Egroup: PureEngage Cloud \ view thread
Is there a way to download call transrcripts only in bulk. I know that this can be done individually. #Reporting/Analytics ------------------------------ Mark Heili Generac Power Systems, Inc. ------------------------------

How would I dynamically add more priority to the routing priority to a Transfer to ACD?

Posted By Mark Heili 04-03-2023 11:43
Found In Egroup: Genesys Cloud - Main \ view thread
I have a situation where when a call comes into the call flow, the caller is prompted to enter their identifying number, this will then automatically assign them with a higher priority, over other customers. The priority caller would then be transferred to the queue that would handle the call, and the ...