A place to ask questions, connect with others, and stay in the know
I do not seem to find a way to set the language (skill) in the inbound Email flows (Like "Supported Languages" and "Set Language" in the inbound call flows).
I see I can add a languageId through the API, but how to set a language for incoming e-mails?
Good question. We're actually working on something like that, but it isn't finished yet. A workaround would be to create acd skills to represent the languages and use them in the transfer to ACD action. Just make sure you remember to assign the new acd skills to your agents.
Thanks for the fast response! Any idea when this will be available? We handle about 15 different languages, so being able to use the language skills is preferable to creating separate skills now and not using the built-in skills that do exist for calls from an admin point of view.
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.