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Mrs Emma Lilley

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RE: Play script/disclaimer recording during a call

Posted By Emma Lilley 09-02-2025 16:27
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Matt, I have set this up for a customer using the script buttons to call a secure flow, which can return to the agent. The secure flow simply plays the prompt/disclaimer as mentioned by others in this thread but by using the secure flow rather than an inbound flow you can set it to return ...

RE: Voice Survey only to play for some customers

Posted By Emma Lilley 05-04-2025 17:13
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Corey, I have achieved this using a data action to write to a data table is Genesys. Effectively the inbound flow captures the ANI and writes it to a data table. An inbound call checks the table to see if a number is present, if so, bypasses the survey offer, if not adds the number to the table ...

RE: Knowledge articles in digital bot flow, only to be used as a communicate?

Posted By Emma Lilley 03-18-2025 16:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Jason, Yes. The digital bot flow I'm looking at already has a large number of intents set up which for the most part work, but sometimes a customers question will pull through a knowledge article instead of going to an intent which is what I want to disable. ------------------------------ ...

Knowledge articles in digital bot flow, only to be used as a communicate?

Posted By Emma Lilley 03-17-2025 16:47
Found In Egroup: Genesys Cloud - Main \ view thread
Hey all, Wondering if anyone has managed this one before? This digital bot flow has a wide range of intents set up and in turn the intents call tasks and offer digital menus. The communicate action in these menus is showing knowledge articles. This all works. My question is: How can I ...

Monitor live digital interactions

Posted By Emma Lilley 03-05-2024 16:33
Found In Egroup: Genesys Cloud - Main \ view thread
Hey team, *Editing to say I missed in the link that it is available for web messaging, messaging and SS only, y'all can ignore my question as I've answered it myself:) Probably a very silly question but no matter what I try I cannot monitor an in progress email but everything I can find ...

RE: Web Messenger Co-browse Issue

Posted By Emma Lilley 11-23-2023 21:11
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Chad! I'm having similar issues, and have asked the community https://community.genesys.com/discussion/web-messaging-co-browse-on-a-salesforce-lightining-page-not-working#bm0f04596c-2ed9-41b8-93de-31aa06d51236 This is directly related to co browse on SalesForce Lightning pages, does the ...

Web Messaging - Co-Browse on a SalesForce lightining page not working?

Posted By Emma Lilley 11-23-2023 16:00
Found In Egroup: Genesys Cloud - Main \ view thread
Hey all, I have a customer who has deployed web messaging on their SalesForce website and wants to use Co-Browse. It works perfectly for me when I test on any other website, and works perfectly for my customer on any of their website pages that are Visual Force pages but not on the Lightining pages. ...

Headset Compatibility

Posted By Emma Lilley 12-14-2022 14:48
Found In Egroup: Genesys Cloud - Main \ view thread
Good morning everyone! I have searched high and low but cannot find a list of which brands of headsets are compatible or recommended for use with Genesys Cloud. Looking by specific brands tell me if that particular one is, but I often get asked for a list so a customer can go away and research the ...

No Name in web messenger

Posted By Emma Lilley 11-22-2022 14:43
Found In Egroup: Genesys Cloud - Main \ view thread
Good morning all, My customer is using web messenger and bot flows to collect information from a customer prior to connecting with an agent. One of the fields they ask for is a name, and really want the name to display in the interactions on the left instead of it showing 'No Name' They are not using ...

RE: E-mail keeps it's place in queue when transferred back to queue.

Posted By Emma Lilley 08-01-2022 19:13
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Glen! I have had this exact same scenario before, and fixed it by creating a transfer queue for when an agent has finished their shift. They transfer uncompleted work to this queue and I gave it a really high priority so that the first on the next day (or later that day) would get the email before ...

RE: How to have the scheduling reflect no staffing for the upcoming holiday

Posted By Emma Lilley 05-23-2022 23:45
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Tom! My suggestion is to add in a time off activity code for Public Holiday (or whatever you would like to call it) and then bulk assign everyone the day as a the holiday. You can do this well in advance and use the same activity code for all other holidays like Christmas Day etc. Then when you ...