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  • 1.  Customer First Callback - Retain Original Queue

    Posted 05-05-2025 15:34
    No replies, thread closed.

    I'm looking to implement Customer First Callbacks with a Live Voice Transfer to Flow option that would prompt the caller if they still need to speak to an agent or not. If they do, I'd like to retain the queue that this callback was in-queue for originally and route the call back to that queue. So far I haven't found a way to retain this information. Is there something I'm missing?


    #ArchitectureandDesign
    #Routing(ACD/IVR)

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    Stephanie Poole
    N/A
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  • 2.  RE: Customer First Callback - Retain Original Queue
    Best Answer

    Posted 05-05-2025 17:40
    No replies, thread closed.

    Hello Stephanie,

    You could get the queueID from the original conversationID using the following API:

    https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-analytics-conversations--conversationId--details



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


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