Enable auto answer for incoming interactions in the ServiceNow integration

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

Configuration overview

Queue level

Administrators can enable the auto answer option for specific queues to ensure that all ACD calls routed through the queue are automatically answered by available agents.

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 only to inbound ACD voice calls in queues