Is it possible to pick up a phone number as a variable from web messaging and make a outbound call ?
We have a scenario where if issue gets escalated and we want to convert chat to voice then we can ask customer for a phone number and then ideally bot can pick up that number and make a outbound call from a specific queue. Also, We want to pass the chat interaction ID or transcript to voice agent for review.
Hello,
No, it is not possible. There is no such capability at this time.
Regards,
Hi @RahulSharma thanks for raising this: it aligns with our future considerations for digital callback where phone number can be captured by Bot and then used for scheduling follow-up call. See this Idea > Genesys Cloud Ideas Portal
This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.