AI-generated summary
Genesys Cloud enables callers to securely enter sensitive information through secure flows, which mask audio paths and automate data capture via IVR call flows. Script designers configure secure flows with customizable initiation methods, allowing flexibility in deployment. Agents access required information fields and transfer actions within the Agent Workspace during incoming calls. To initiate a transfer, agents log in, accept incoming calls from the Conversations roster, provide required information, and execute the transfer action. Upon initiating the transfer, Genesys Cloud displays a confirmation message and banner indicating the secure flow is active, during which agents hear silence. Administrators can configure scripts to either disconnect calls after transfer or return calls to agents upon caller completion of data entry. When configured to return calls, Genesys Cloud notifies agents when the secure flow concludes, allowing agents to complete the interaction using standard call procedures. This functionality ensures sensitive data capture occurs through automated processes while maintaining agent awareness and call continuity based on administrative configuration.