About ACD voicemail in the Genesys Cloud embedded clients


Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

The client supports basic functionality for ACD voicemail interactions. Agents can listen to voicemails on the interactions and then follow up with customers by calling them from the client. 

The following content applies to Genesys Cloud for Chrome and Genesys Cloud for Firefox.

ACD voicemail (agents)

Genesys Cloud routes ACD voicemail interactions to queues. Agents pick up ACD voicemail interactions in the client like any other interaction. 


Architect (administrators)

To route ACD voicemail interactions, administrators must create inbound call flows in Architect that use Transfer to Voicemail actions. With Transfer to Voicemail actions, administrators can route voicemail interactions to specific queues and add attributes to the interactions, such the caller’s name, the caller ID (ANI), or scripts.


Screen pop (administrators)

Administrators can customize the screen pop behavior of ACD voicemail interactions in Architect flows.


Scripts (agents)

Agents can use scripts with ACD voicemail interactions.


Scripts (administrators)

Administrators can add scripts to ACD voicemail interactions in Architect flows.


Additional resources

For more information about the integrations, see the main landing page.

The following content applies to Genesys Cloud Embeddable Framework.

ACD voicemail (agents)

Genesys Cloud routes ACD voicemail interactions to queues. Agents pick up ACD voicemail interactions in the client like any other interaction. 


Architect (administrators)

To route ACD voicemail interactions, administrators must create inbound call flows in Architect that use Transfer to Voicemail actions. With Transfer to Voicemail actions, administrators can route voicemail interactions to specific queues and add attributes to the interactions, such the caller’s name, the caller ID (ANI), or scripts.


Interaction attributes (administrators)

Administrators can customize how interaction details appear on the interactions in the client. Administrators can also add interaction attributes to call logs.


Scripts (agents)

Agents can use scripts with ACD voicemail interactions.


Scripts (administrators)

Administrators can add scripts to ACD voicemail interactions in Architect flows.


Additional resources

For more information about the integrations, see the main landing page.

The following content applies to Genesys Cloud for Salesforce.

ACD voicemail (agents)

Genesys Cloud routes ACD voicemail interactions to queues. Agents pick up ACD voicemail interactions in the client like any other interaction. 


Architect (administrators)

To route ACD voicemail interactions, administrators must create inbound call flows in Architect that use Transfer to Voicemail actions. With Transfer to Voicemail actions, administrators can route voicemail interactions to specific queues and add attributes to the interactions, such the caller’s name, the caller ID (ANI), or scripts.


Interaction attributes (administrators)

Administrators can customize how interaction details appear on the interactions in the client. Administrators can also synchronize interaction attributes to the Salesforce activity records. Limitations exist with Lightning Experience.


Screen pop (administrators)

Administrators can customize the screen pop behavior of ACD voicemail interactions in Architect flows.


Scripts (agents)

Agents can use scripts with ACD voicemail interactions.


Scripts (administrators)

Administrators can add scripts to ACD voicemail interactions in Architect flows.


Additional resources

For more information about the integration, see the main landing page.

The following content applies to Genesys Cloud for Zendesk.

ACD voicemail (agents)

Genesys Cloud routes ACD voicemail interactions to queues. Agents pick up ACD voicemail interactions in the client like any other interaction. 


Architect (administrators)

To route ACD voicemail interactions, administrators must create inbound call flows in Architect that use Transfer to Voicemail actions. With Transfer to Voicemail actions, administrators can route voicemail interactions to specific queues and add attributes to the interactions, such the caller’s name, the caller ID (ANI), or scripts.


Interaction attributes (administrators)

Administrators can map interaction attributes to Zendesk ticket fields. 


Screen pop (administrators)

Administrators can customize the screen pop behavior of ACD voicemail interactions in Architect flows.


Scripts (agents)

Agents can use scripts with ACD voicemail interactions.


Scripts (administrators)

Administrators can add scripts to ACD voicemail interactions in Architect flows.


Additional resources

For more information about the integration, see the main landing page.