Genesys Cloud - Main

For February I wanted to highlight just how much I love the Community by making this double feature my top pick for last month. On February 10^th, we rolled out not one, but two great updates for auto answer for Genesys Cloud! Administrators can now configure auto answer settings for emails, SMS, and messaging interactions as well as configure the auto answer settings at the queue level for voice interactions. And the best part? Since these updates are based on your organization's settings, the new features are even available for Genesys Cloud embedded clients! 

If you haven't explored auto answer for your agents, now is a great time. This feature helps reduce wait times and improve average speed of answer (ASA) by automatically connecting agents to incoming interactions automatically. When a new interaction enters the queue, a short audio alert is played for the agent and then after a brief delay, the agent is connected to the customer. You can even configure Whisper Audio to quickly inform the agents with vital information about who is calling. 

With the introduction of auto answer for digital interactions, agents can now be connected to incoming messages faster than ever! If an agent is available and has capacity based on their Utilization limits, the system will automatically accept the interaction on their behalf. Configuring auto answer for digital interactions is easy-just head to the Auto Answer tab in People and Permissions and select your preferred settings. 

The second major update allow administrators to configure auto answer settings for voice interactions. Previously, auto answer had to be enabled for each agent individually, which would apply to all of the interactions that the agent handled. Now, administrators can enable auto answer only for the specific queue that require it, such as outbound dialer campaigns, while leaving it disabled for inbound queues. 

If you're ready to enable auto answer for agents, or want to learn more, check out the Resource Center today!

#JasonsTopPicks

Let me know how your team is using auto answer and how that's improved your organization in the comments below.

For February I wanted to highlight just how much I love the Community by making this double feature my top pick for last month. On February 10^th, we rolled out not one, but two great updates for auto answer for Genesys Cloud! Administrators can now configure auto answer settings for emails, SMS, and messaging interactions as well as configure the auto answer settings at the queue level for voice interactions. And the best part? Since these updates are based on your organization's settings, the new features are even available for Genesys Cloud embedded clients! 

If you haven't explored auto answer for your agents, now is a great time. This feature helps reduce wait times and improve average speed of answer (ASA) by automatically connecting agents to incoming interactions automatically. When a new interaction enters the queue, a short audio alert is played for the agent and then after a brief delay, the agent is connected to the customer. You can even configure Whisper Audio to quickly inform the agents with vital information about who is calling. 

With the introduction of auto answer for digital interactions, agents can now be connected to incoming messages faster than ever! If an agent is available and has capacity based on their Utilization limits, the system will automatically accept the interaction on their behalf. Configuring auto answer for digital interactions is easy-just head to the Auto Answer tab in People and Permissions and select your preferred settings. 

The second major update allow administrators to configure auto answer settings for voice interactions. Previously, auto answer had to be enabled for each agent individually, which would apply to all of the interactions that the agent handled. Now, administrators can enable auto answer only for the specific queue that require it, such as outbound dialer campaigns, while leaving it disabled for inbound queues. 

If you're ready to enable auto answer for agents, or want to learn more, check out the Resource Center today!

#JasonsTopPicks

Let me know how your team is using auto answer and how that's improved your organization in the comments below.

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Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 03-10-2025 11:21
From: Jason Kleitz
Subject: Jason's Top Pick for February

For February I wanted to highlight just how much I love the Community by making this double feature my top pick for last month. On February 10^th, we rolled out not one, but two great updates for auto answer for Genesys Cloud! Administrators can now configure auto answer settings for emails, SMS, and messaging interactions as well as configure the auto answer settings at the queue level for voice interactions. And the best part? Since these updates are based on your organization's settings, the new features are even available for Genesys Cloud embedded clients! 

If you haven't explored auto answer for your agents, now is a great time. This feature helps reduce wait times and improve average speed of answer (ASA) by automatically connecting agents to incoming interactions automatically. When a new interaction enters the queue, a short audio alert is played for the agent and then after a brief delay, the agent is connected to the customer. You can even configure Whisper Audio to quickly inform the agents with vital information about who is calling. 

With the introduction of auto answer for digital interactions, agents can now be connected to incoming messages faster than ever! If an agent is available and has capacity based on their Utilization limits, the system will automatically accept the interaction on their behalf. Configuring auto answer for digital interactions is easy-just head to the Auto Answer tab in People and Permissions and select your preferred settings. 

The second major update allow administrators to configure auto answer settings for voice interactions. Previously, auto answer had to be enabled for each agent individually, which would apply to all of the interactions that the agent handled. Now, administrators can enable auto answer only for the specific queue that require it, such as outbound dialer campaigns, while leaving it disabled for inbound queues. 

If you're ready to enable auto answer for agents, or want to learn more, check out the Resource Center today!

#JasonsTopPicks

#Roadmap/NewFeatures

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Jason Kleitz
Online Community Manager/Moderator
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Let me know how your team is using auto answer and how that's improved your organization in the comments below.

For February I wanted to highlight just how much I love the Community by making this double feature my top pick for last month. On February 10^th, we rolled out not one, but two great updates for auto answer for Genesys Cloud! Administrators can now configure auto answer settings for emails, SMS, and messaging interactions as well as configure the auto answer settings at the queue level for voice interactions. And the best part? Since these updates are based on your organization's settings, the new features are even available for Genesys Cloud embedded clients! 

If you haven't explored auto answer for your agents, now is a great time. This feature helps reduce wait times and improve average speed of answer (ASA) by automatically connecting agents to incoming interactions automatically. When a new interaction enters the queue, a short audio alert is played for the agent and then after a brief delay, the agent is connected to the customer. You can even configure Whisper Audio to quickly inform the agents with vital information about who is calling. 

With the introduction of auto answer for digital interactions, agents can now be connected to incoming messages faster than ever! If an agent is available and has capacity based on their Utilization limits, the system will automatically accept the interaction on their behalf. Configuring auto answer for digital interactions is easy-just head to the Auto Answer tab in People and Permissions and select your preferred settings. 

The second major update allow administrators to configure auto answer settings for voice interactions. Previously, auto answer had to be enabled for each agent individually, which would apply to all of the interactions that the agent handled. Now, administrators can enable auto answer only for the specific queue that require it, such as outbound dialer campaigns, while leaving it disabled for inbound queues. 

If you're ready to enable auto answer for agents, or want to learn more, check out the Resource Center today!

#JasonsTopPicks