We have a Client App for CRM deployed as an Interaction Widget. During an Interaction, the Customer Profile Page screen-pops to the agent.
We have a request to not allow an agent to transfer a call unless they fill out a form in our CRM Customer Profile Page. But we have no way of preventing the agent from clicking the Transfer button in the Agent Desktop.
The only approach we have so far is to add our own Transfer button inside our CRM Customer Profile Page and train the agents to not use the native Transfer button. But that is prone to errors.
Is there a way for us to intercept the Transfer button click?
Hi @Max_Gill
This is a question about core app functionality, but this forum is geared towards API related questions.
Please ask this question at the Genesys community forum.
It doesn't seem like this functionality exists in any of the Settings. I was hoping there may be a JS approach to this that we can tap into. Any ideas?
No, Genesys Cloud does not have pre-event validation hooks/interceptors. You can request new features and share your use case at https://genesyscloud.ideas.aha.io/.