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!
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Paul Simpson
Eventus Solutions Group
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Original Message:
Sent: 01-10-2023 15:34
From: Atsushi Hirano
Subject: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API
@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​​​
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Atsushi Hirano
Sr. Product Manager, Digital
Genesys - Employees
Original Message:
Sent: 01-10-2023 09:45
From: Paul Simpson
Subject: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API
@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?
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 08-22-2022 12:57
From: Atsushi Hirano
Subject: Beta: Auto Answer for Digital Asynchronous Interactions on Queues by API
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
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Atsushi Hirano
Sr. Product Manager, Digital
Genesys - Employees
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