Genesys Cloud Resource Center provides guidance on enabling actionable voice notifications, a feature that allows users to answer ACD interactions directly from notification messages. To enable this functionality, users must access Menu > Account > Organization Settings, navigate to the Settings tab, and toggle on "Enable actionable voice notifications" under the Contact Center section, then save changes. Disabling the feature requires turning off the same toggle. Users require specific permissions to perform these actions: "Conversation > Settings > View" to access organization settings and "Conversation > Settings > Edit" to modify them. The feature streamlines agent workflow by eliminating the need to navigate to separate interfaces to respond to incoming interactions.
The following permissions:
To view organization settings: Conversation > Settings > View
To set organization settings: Conversation > Settings > Edit
Actionable voice notifications allow you to answer an ACD interaction directly from the notification you receive.
To enable actionable voice notifications, follow these steps.
Click Admin.
Under Account Settings, click Organization Settings.
Click Menu > Account > Organization Settings.
Click the Settings tab.
Under Contact Center, turn on Enable actionable voice notifications.
Note: To disable actionable notifications, turn off Enable actionable voice notifications.