ServiceNow supports the auto answer feature for interactions routed through Genesys Cloud using the Unified Experience from Genesys and ServiceNow integration. This functionality enhances interaction handling efficiency by automatically answering incoming Automatic Call Distribution (ACD) voice calls, digital messaging interactions, and email interactions within queues. You can configure auto answer option at both the queue and agent levels, which gives you flexibility in managing how interactions are delivered. By automating the answer process, the integration helps improve the overall user experience and eliminates irregular behavior that can occur during manual interaction handling.

Configuration overview

Queue level

Administrators can enable the auto answer option for specific queues to ensure that all ACD interactions routed through the queue are automatically answered by available agents. In Genesys Cloud, auto answer is configured separately for each media type in the queue, so enable it for each media type that you want agents to auto answer.

For more information about enabling auto answer in queues, see Auto answer incoming interactions and Create and configure queues.

Agent level

Individual agents can have auto answer option enabled based on their role or operational preference, allowing for a personalized experience.

For more information about enabling auto answer for agents, see Turn on auto answer for agents.

Integration scope

• Supported in ServiceNow through the Unified Experience integration
• Applies to inbound ACD voice calls, digital messaging interactions, and email interactions in queues