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Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

  • 1.  Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    GENESYS
    Posted 08-22-2022 12:58

    We're excited to announce that we're releasing a Beta for Auto Answer for Digital asynchronous interactions (DIG-I-605). This Beta is API only Auto Answer on Queues. One can configure Auto Answer for Email, SMS, Web Messaging, Facebook, Instagram, LINE, Twitter, WhatsApp, and Open Messaging. We're planning to add Auto Answer support on Embedded Client during the Beta period, but it is not supported at this time.

    Auto Answer for Voice from Agents settings is currently supported, and we're planning to add Auto Answer support for Voice on Queues in the future. However, please note Auto Answer for ACD Voicemail, Callbacks or Chat wont' be supported. 

    If you think you would benefit from using this API only Auto Answer on Queues, please sign up using our Beta form. We look forward to hearing from you!
    #BetaAnnouncement


    #BetaAnnouncement

    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------


  • 2.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    Posted 08-23-2022 13:28
    @Atsushi Hirano Amazing Feature!​

    ------------------------------
    Javier Del Olmo
    Banco Bilbao Vizcaya Argentaria, S.A.
    ------------------------------



  • 3.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    Posted 08-24-2022 07:07
    This is great news

    Will it be queue by Queue at the API or can it be by Queue?

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 4.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    GENESYS
    Posted 08-24-2022 10:30

    Andy, I'm not sure what "queue by Queue" means... but we can now set Auto Answer on / off on Queues via API.

    In addition, I'll post a brief instruction doc on the Beta group page later this. 



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------



  • 5.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    Posted 08-24-2022 10:34
    Great thanks

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



  • 6.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    Posted 08-29-2022 13:46
    Hi Atsushi,

    Can you post a link to the Beta group page please? Thank you!


    ------------------------------
    Jorge Rios
    Freedom Financial Network, LLC
    ------------------------------



  • 7.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    GENESYS
    Posted 08-29-2022 14:56
    Hi Jeorge,
    I have sent you an invite to the group. Please check your email
    Regards,
    Mikael

    ------------------------------
    Mikael Cohen
    Genesys - Employees
    ------------------------------



  • 8.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    Posted 09-15-2022 08:27
    Edited by Dawid Kacprzak 09-15-2022 08:27
    Hi Genesys Team,

    @Mikael Cohen Last week we filled 2 GC orgs for that beta program. Can you please specify when possibly we can join the program? We register one non-prod organization and prod organization.

    Warm regards,
    Dawid Kacprzak





  • 9.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    GENESYS
    Posted 09-15-2022 10:45

    David, you should receive an invitation email to join this private Beta. 

    The invitation email should come from email Mail@ConnectedCommunity.org

    About the 2 orgs you mentioned, I'll follow this up via a separate email.

    Regards,

    Atsushi



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------



  • 10.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    Posted 09-26-2022 13:24
    Hi Atsushi,

    I opted in for Beta, but I haven't received any email yet from the mail which you mentioned.

    Can you please send the document to enable the auto answer for digital?

    Let me know your comments!

    ------------------------------
    Jarvish Kisanth Singh
    Voya Services Company
    ------------------------------



  • 11.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    GENESYS
    Posted 09-26-2022 14:03

    Jarvish, the latest document how to use this Beta feature can be downloaded from the Library of the community.

    That said, here is the link for the doc for your convenience.
    Hope this helps.

    Regards,

    Atsushi



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------



  • 12.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    Posted 10-12-2022 21:55
    Hello Atsushi,
    I opted in for Beta, but I haven't received any email yet from the email address mentioned below.

    Can you please send the document to enable the auto answer for digital?

    Thanks.

    -Jessica 


    ------------------------------
    JESSICA GUADALUPE
    Advanced Monitored Caregiving, Inc.
    ------------------------------



  • 13.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    GENESYS
    Posted 10-13-2022 05:18
    Hi Jessica,

    I have just sent an invitation to you. Please check your inbox and let us know if you have received it.

    Regards,
    Mikael

    ------------------------------
    Mikael Cohen
    Product Manager, Digital, Genesys Cloud
    Genesys - Employees
    ------------------------------



  • 14.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    GENESYS
    Posted 10-13-2022 05:26
    Hi Jessica,
    In the meanwhile, please make sure that you fill in our Beta form. This will provide required information for us to enable the Beta program on your Org.
    Regards,
    Mikael


    ------------------------------
    Mikael Cohen
    Product Manager, Digital, Genesys Cloud
    Genesys - Employees
    ------------------------------



  • 15.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    GENESYS
    Posted 10-13-2022 10:09
    Jessica, the latest instruction document is posted in the Library of this Auto Answer Beta Community page.

    Regards,

    Atsushi

    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------



  • 16.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    Posted 11-08-2022 15:33
    I signed up for the Beta the day it was announced, but I haven't been contacted about it. How do I make sure we're able to participate?

    ------------------------------
    Casey Street
    Alcon Vision LLC
    ------------------------------



  • 17.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    GENESYS
    Posted 11-09-2022 14:50
    Casey, our record indicates the feature toggle for this Beta has been already turned on for your org ending b6b1.

    The Beta instruction document is posted on the library of this Beta community.

    Regards,

    Atsushi

    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------



  • 18.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    Posted 01-10-2023 09:45
    @Atsushi Hirano,

    Sorry I'm so late to this particular party!

    I notice with disappointment that you say ​"Auto Answer for ACD Voicemail, Callbacks or Chat wont' be supported". Does this mean just within this particular update, or ever?

    I have a customer who is desperate for Auto-Answer for Callbacks. They use the SalesForce client a lot and are missing callbacks (apparently, it only shows as the color of the icon changing!). Additionally, the "double pickup" problem (answer the callback then place the call) confuses the heck out of their agents.

    So, will AA for Callbacks (as well as ACD Voicemail and Chat) ever be supported? If so, do you have a timeline?


    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 19.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    GENESYS
    Posted 01-10-2023 15:35
    @Paul Simpson, thank you for participating in this Beta.

    We are working on both Callbacks and ACD Voicemail auto answer separately from this Auto Answer for Digital Interactions. The current timeline for the Auto Answer for Digital on Queues (this Beta) is this month / Feb 2023 followed by Auto Answer for Digital on Agents in Q1 2023. Our current plan for the Auto Answer for Callbacks and ACD Voicemail is after that. 

    As for the Web Chat, unfortunately we are not planning on adding auto answer. Please note that Web Messaging is a part of the Auto Answer for digital interactions. 

    Regards,

    Atsushi​​​

    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------



  • 20.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    Posted 01-12-2023 10:27
    Thanks for getting back to me!

    I hate to be picky, but are you able to be any more specific on the timeline for AA for Callbacks? You say "after that", which could mean anything from Q2 2023 to 5 years (or more) in the future! ;-)

    To be clear, the particular problem with callbacks, which agents find confusing, is that you have a "double tap" involvement, which doesn't really exist for any other interaction type (except, perhaps, preview calls with Outbound.) The callback interaction is delivered, which the agent has to pick up, and then they have to place the call itself. Having the interaction Auto-Answer would make it a single action involvement (click to place the call.)

    Thanks!

    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 21.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    Posted 01-23-2023 06:35

    Hi Atsushi,

    I have followed the steps in the guide to enable this beta but still its not working properly. The interactions are still coming with accept button.

    would you be able to help me on this.

    regards,
    Mohit Khurana



    ------------------------------
    Mohit Khurana
    Virgin Atlantic Airways Ltd
    ------------------------------



  • 22.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    GENESYS
    Posted 01-23-2023 07:47
    Mohit, I'm afraid it's rather difficult to see the potentially missing steps. 

    A few beta customers in the past didn't load the entire Queues section of script but rather insert only some part, which may result in not property enabling auto answer on queues. As such, please review the entire API along with this beta section. 

    Regards,

    Atsushi

    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------



  • 23.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    Posted 01-31-2023 19:16
    Hi all,
    I believe my organisation was already added to the beta last year, but in order to try it out I need the instructions.
    Any chance I can have access to the library so I can see the doc?
    Thanks!

    ------------------------------
    Nick Riley
    Genesis Energy
    ------------------------------



  • 24.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    GENESYS
    Posted 02-02-2023 09:25

    Nick, you can access this Beta doc from the Beta Library

    Regards,

    Atsushi



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------



  • 25.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    Posted 02-02-2023 13:38
    Yep, I have the link, but it says I'm not authorised.
    Our Genesys partner Spark requested the beta on our behalf, so someone else might have access (am chasing that end as well).
    However, was hoping for an invite so I can access the doc as I like the idea of this community and will hopefully request upcoming betas ourselves here in the future.

    ------------------------------
    Nick Riley
    Genesis Energy
    ------------------------------



  • 26.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    GENESYS
    Posted 02-02-2023 18:41
    Good morning, Nick,

    I just added you into the private Beta for Auto Answer for Digital interactions on Queues. As such, you now should have access to the documents. 

    Regards,

    Atsushi

    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------



  • 27.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    Posted 02-02-2023 06:39
    Hi Atsushi
    thanks for admitting. 
    on my org the beta should be active, but i run the update api on the queue i can't activate the autoanswer for the chat.
    could you verify the activation of the beta?

    thank you
    Luca Assandro

    ------------------------------
    Luca Assandro
    Lutech S.p.A.
    ------------------------------



  • 28.  RE: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API

    Posted 02-02-2023 06:42

    Hi

    Chat is not going to support auto answer only Messaging

    Andy



    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------



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