Turn on auto answer for agents

AI-generated summary

Genesys Cloud enables auto answer functionality for agents, automatically connecting incoming ACD interactions without requiring manual acceptance. When enabled, the system plays an alert tone to notify agents of incoming interactions. Configuration occurs through the Auto Answer tab in the Admin section under People and Permissions, where administrators can enable the feature for specific users and select applicable channels such as voice or digital communications. Auto answer requires specific permissions including Agent UI access (Delete, Edit, View), Directory User permissions (Edit, View), and Telephony Plugin All permission. Additionally, the agent's phone must support auto answer functionality, with compatible models listed in the Managed phones matrix. The feature excludes web chat interactions. For optimal performance, administrators should enable persistent connections in baseline appearance settings for phones used by agents with auto answer enabled.

PrerequisitesClick to expand

When you enable auto answer for an agent, Genesys Cloud automatically connects the agent to an incoming ACD interaction without the agent clicking Accept. When an agent who has auto answer enabled receives an incoming ACD interaction, Genesys Cloud plays a short tone to alert the agent to the incoming interaction.

Note: Auto answer feature is not available for web chats.

To set up auto answer for agents, perform these steps:

Click Admin.
Under People and Permissions, click People.
Click Menu > User Management > Users.
Find the user using the Search field or by paging through the list.
Click the user’s name.
In the Auto Answer section, click View Auto Answer.
To enable Auto Answer, toggle the switch to On. By default, all channels are selected.
(Optional) Select only the channels for which you want to enable auto answer.
Click Save Changes.

Note: For better performance using auto answer, enable persistent connections in the baseline appearance settings for any phone used by an agent who has auto answer enabled. For more information, see .

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