Auto answer question

[Charaf]

Hi community,

The auto-answer feature works effectively when interactions are directed to queues. However, when a supervisor manually assigns an interaction to an agent, the agent must respond to the alert manually, and the auto-answer function is not active.

Is there a way to enable auto-answer even for situations involving manual interaction assignments?

Thank you in advance,

BR,

Charaf

[jacobshaw]

Hi @Charaf
You can enable auto-answer at the agent level as well. Is the manual acceptance happening even when the agent has auto-answer enabled?

[Charaf]

Hi @jacobshaw,

Thank you for your answer.

the Auto answer feature was already enabled at the agent level as well.

In my use case, the Auto Answer feature at the agent level doesn't have any impact as I am specifically focused on manually assigning email interactions, not voice calls.

I completely forgot to mention in my previous post that I was referring specifically to email interactions. Sorry about that!

Thank you in advance,

Charaf,

[jacobshaw]

I recommend bringing this question to the Genesys Knowledge Network, which is focused more on the core Genesys Cloud product whereas this forum is catered to the Genesys Cloud public API.