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Creating a reminder for unanswered e-mail

  • 1.  Creating a reminder for unanswered e-mail

    Posted 11-28-2016 13:05
    Is it possible to create some sort of routing flow in Genesys that could handle sending an automatic reminder to either the sender or recipient. Depending on queue or agent group for example.

    Something like the following:

    Send mail to XX@XX.com
    Set a reminder by creating custom drop down menu or option in WDE
    If no reply within XX hrs
    Send auto reminder back to agent or agent group "No reply from XX@XX.com"

    OR

    Send mail to XX@XX.com
    Set a reminder by creating custom drop down menu or option in WDE
    If no reply within XX hrs
    Send auto reminder back to XX@XX.com "You have not replied"