This page was last edited on November 16, 2018, at 16:12.
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You can use Recording blocks to record free speech during a call. For example, you can record the caller's name for later use in a Whisper Transfer, or to record feedback at the end of a questionnaire call.
If you want to use the recorded audio later in the call, Genesys Intelligent Automation automatically creates a LastRecording variable for you to use in prompts. For example, if you record the caller's name and you want to play it back during a Whisper Transfer, use the following variable: [var:LastRecording].
To add and configure Recording blocks in a callflow:
For example, you can save recordings to allow support staff to listen to a caller's response at a later time, as with questionnaire responses. However, you might not want to save recordings if you are only using them for Whisper Transfers. In this case, Intelligent Automation deletes the recording after it finishes handling the call.
In some situations, you might want to offer different iterations of a timeout prompt to assist the caller. For example:
If properly configured (see note above), you can add multiple timeout prompts to this block by clicking Show more timeout prompts to see the additional prompts.
If the callflow requires additional timeout prompts, Intelligent Automation repeats the last prompt. For example, if your environment supports two timeout prompts and the caller requires a third timeout attempt, the second timeout prompt will repeat for all additional retries.