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Luis Antonio Padilla Yee

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uaranteed Same-Agent Omnichannel Routing for Voice and WhatsApp Interactions

Posted By Luis Antonio Padilla Yee 05-12-2026 11:28
Found In Egroup: Genesys Casual \ view thread
Success Story / Real Business Scenario We currently support operational scenarios where agents assist customers through voice interactions while simultaneously requesting additional information through WhatsApp. One common example is when a customer contacts the service center and the agent needs ...

RE: WhatsApp agent continuity strategy in large queues (100+ agents)

Posted By Luis Antonio Padilla Yee 05-12-2026 11:19
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Marcello, Yes, that is correct. The customer remains connected with the agent through the voice interaction, and at the same time receives the WhatsApp notification to share their location. In our scenario, the main requirement is that the WhatsApp response is routed back to the original agent ...

WhatsApp agent continuity strategy in large queues (100+ agents)

Posted By Luis Antonio Padilla Yee 05-11-2026 18:09
Found In Egroup: Genesys Cloud - Main \ view thread
Hello everyone, I would like to know how other organizations are handling agent continuity for WhatsApp interactions in Genesys Cloud. We currently have a queue with around 100 agents. During a voice call, agents manually send a WhatsApp template requesting the customer's location using an external/manual ...

RE: Let's talk about Agent Copilot

Posted By Luis Antonio Padilla Yee 05-11-2026 16:55
Found In Egroup: Genesys Cloud - Main \ view thread
I completely agree with your point. In my experience, one of the biggest challenges with Agent Copilot implementations is that organizations try to document every possible scenario with extremely long and detailed articles. The result is usually confusing intents, duplicated content, and poor recommendation ...

RE: Favourite book of all time

Posted By Luis Antonio Padilla Yee 05-11-2026 16:42
Found In Egroup: Genesys Casual \ view thread
I recently read The Burnout Society by Byung-Chul Han and found it very insightful. It feels especially relevant today, considering how technology, constant connectivity, and performance pressure impact both personal and professional life. Has anyone else read it? I'd be interested to hear different ...

whatsapp

Posted By Luis Antonio Padilla Yee 05-11-2026 16:40
Found In Egroup: Genesys Casual \ view thread
What is the best approach to maintain agent continuity in WhatsApp conversations when customers reconnect hours later? Are you using Architect, Data Tables, or external integrations? #General #IndustryTopic #News ------------------------------ Luis Antonio Padilla Yee na -------------------------- ...

Copilot and Wrap ups codes

Posted By Luis Antonio Padilla Yee 05-11-2026 16:35
Found In Egroup: Genesys Casual \ view thread
Has anyone successfully implemented automatic wrap-up suggestions using Genesys Copilot in production? I would love to hear real use cases, lessons learned, and how accurate the suggestions have been for voice interactions. #CommunityQuestions(Contest,Community,etc.) ------------------------------ ...

RE: Transferring ACD call doesn't transfer on behalf the queue? Really?

Posted By Luis Antonio Padilla Yee 03-29-2026 14:51
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Dave! I’ve noticed this behavior after configuring the principal trunk. I’d like to understand the difference between trunk configuration and platform configuration. Also, how is this configuration applied at the site level? ------------------------------ Luis Antonio Padilla Yee na ----------- ...