We would like to build a caller experience where they are automatically read a "May we record this call?" message on outbound calls (where we dial them) and then has the option to press 1 to allow recording or 2 to disallow. After they make their selection we send them to the agent with the call being either recorded or not.
I currently can't find any way to play prompts to a caller on an outbound call except via an outbound campaign. But I don't want a campaign. I just want it on click to dial, or completely adhoc.
I'm thinking we capture the click in the CRM, send a request to Genesys to dial the call, connect the call to an Architect flow, then target the agent who clicked the CRM record in the first place with the call.
Is that possible? Any best practices for this kind of scenario?
...that there may not be a straigh-forward way to do this.
I'm hoping there's a better way, but what if we create, via the API, small, one-contact "agentless" campaigns with a calling list consisting of only the click-to-dial number. Then we activate the campaign, the number gets dialed, we send that call to our Architect flow, get (or don't get) permission to record, then target the agent who originally clicked the CRM record phone number.
Clunky? Yes. Possible? Perhaps. I'd love a better option...?
All outbound calls must originate from and initially be connected to a user, with the exception of campaign calls. Agentless campaigns have the ability to dial a call and connect the called party to an Architect flow. You can request new features and share your use case at https://genesyscloud.ideas.aha.io/.