Genesys Cloud CX

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  • 1.  Language Skills - Architect Email Flow

    GCAP Member
    Posted 05-22-2017 18:44

    Hello,

     

    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?

     

    Thanks!

    Jeroen



  • 2.  RE: Language Skills - Architect Email Flow

    Posted 05-22-2017 19:32

    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.



  • 3.  RE: Language Skills - Architect Email Flow

    GCAP Member
    Posted 05-22-2017 21:46

    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.