Configure auto answer in CX Cloud from Genesys and Salesforce

AI-generated summary

Genesys Cloud enables administrators to configure auto answer functionality for incoming voice interactions within CX Cloud from Genesys and Salesforce. This capability allows contact centers to define auto answer behavior at the queue, outbound campaign, or user level, requiring specific permissions including Routing > Queue – Edit, Outbound > Campaign – Edit, and Directory > User – Edit. When auto answer is enabled, incoming calls are automatically connected to agents, and a notification appears at the top of the console displaying caller details while the Salesforce Voice Call record page loads. The notification includes a message title containing "Auto-answered" followed by caller ID and phone number, and message details showing call type (Inbound, Transfer, or Campaign), caller's name if an external contact is found, and customizable scv_autoAnswerDetails attribute for additional interaction information. Configuration requires referencing multiple topics including auto answer incoming interactions, queue creation and configuration, agent auto answer enablement, and preview campaign setup. A critical constraint exists: administrators must not enable both Salesforce Omni-Channel auto accept work requests and Genesys Cloud auto answer simultaneously; the Automatically accept work requests option must be disabled in agent presence configuration or service channel settings. Note: Native Genesys auto answer has been temporarily postponed for the US-West region only, with updated availability information available in Genesys Cloud - Features coming soon.

Feature postponement: Native Genesys auto answer has been temporarily postponed for the US-West region only. Please check Genesys Cloud - Features coming soon for updated availability information.

PrerequisitesClick to expand

In CX Cloud from Genesys and Salesforce, administrators can configure auto answer in Genesys Cloud for incoming voice interactions. This capability enables contact centers to define auto answer behavior directly within Genesys Cloud at the queue, outbound campaign, or user level.

Warning: Do not enable both Salesforce Omni-Channel auto accept work requests and Genesys Cloud auto answer. Disable the Automatically accept work requests option set in the or in the .

To configure auto answer in Genesys Cloud, refer to the following topics:

Auto-answered call notification

When auto answer is enabled, the call is automatically connected for the agent. A notification appears at the top of the console with the caller details while the Salesforce Voice Call record page loads.

This image is a screenshot of the auto answer notification for an agent in the Salesforce Service Cloud voice console.

By default, the notification includes:

Message title – The text Auto-answered, followed by the caller ID (as provided by the phone carrier) and phone number.
Message detail – Call type | caller's name | scv_autoAnswerDetails.
- The call type is either Inbound, Transfer or Campaign. For campaign calls, the format is Campaign - Campaign Name | caller's name | scv_autoAnswerDetails.
- The caller’s name appears only if an external contact is found.
- You can populate scv_autoAnswerDetails attribute with any additional message information to be displayed for the interaction. For more information, see Synchronize call attributes with Salesforce VoiceCall records for CX Cloud from Genesys and Salesforce.

For more information, see Call controls in Omni-Channel and About CX Cloud from Genesys and Salesforce.

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