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  • 1.  Override Default Script for Customer first callback

    Posted 04-27-2025 09:03
    No replies, thread closed.

    Hi Team,

    Currently for customer first callback in interaction the default script is showing for agents,

    Can we able to override that script to the script we created or any keys can we able to add to it?

    Thanks.


    #ArchitectureandDesign
    #ConversationalAI(Bots,AgentAssist,etc.)
    #Reporting/Analytics
    #Routing(ACD/IVR)

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    Haridass Sarangan
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  • 2.  RE: Override Default Script for Customer first callback

    Posted 04-27-2025 23:48
    Edited by Jason Kleitz 06-12-2025 11:31
    No replies, thread closed.

    For Customer First Callback, you can choose to send it to a flow first instead of direct to queue, then in the inbound flow you can assign the script as you would normally. If you select Queue, then it will use the queue defaults

    https://help.mypurecloud.com/articles/customer-first-callbacks-overview/ 

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    Anton Vroon
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    Original Message


  • 3.  RE: Override Default Script for Customer first callback

    Posted 04-28-2025 01:11
    No replies, thread closed.

    Hello

    I have the same problem and have reported a Support case to Genesys on this. They are working on at the moment. WE use flow when the customer and set script there also and it don't work. It works fine with agent first. Support case number: 0003717494



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    Eystein Kylland
    Systemutvikler Genesys Applikasjonsspesialist
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    Original Message


  • 4.  RE: Override Default Script for Customer first callback
    Best Answer

    Posted 06-12-2025 11:16
    No replies, thread closed.

    Hi, We released an update to the product last month that will support callback specific scripts for customer first callbacks. Hoping that helps fix the issue for you. ty!



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    Rini Rajan
    Staff Cloud Product Manager
    Genesys - Employees
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    Original Message


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