Genesys Cloud CX

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  • 1.  Option to Forward and answered email interaction

    Posted 05-02-2022 02:25
    Hi Team

    I have below scenario that I am currently trying to find a solution for:

    Scenario:
    Agent receives an inbound email interaction, responds to customer query and wrap up the interaction.
    Now, Agent need to forward the email interaction to another team (like Finance, Sales, Legal etc) internally.

    Currently the agent has to copy paste the email interaction in outlook and use the manual method to forward email interaction.

    Is there a way by which the Agent can respond to the customer and then forward the concerned request internally?
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    Regards
    Harshit Parsai
    Senior Solutions Architect - Presales
    Black Box Technologies Australia Pty Ltd

    http://www.blackbox.com/
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  • 2.  RE: Option to Forward and answered email interaction

    Posted 05-02-2022 11:29
    Can't you add notes to the original interaction and then BCC the internal group on the reply to customer?

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Option to Forward and answered email interaction

    Posted 05-02-2022 20:04
    Edited by Matt Lawson 05-11-2022 09:18
    Thanks Robert for your response.

    The challenge is that the internal group is not Genesys Cloud users. They are other business users with DL.
    I believe Notes can only be seen as it is transferred internally within Genesys Cloud.

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    Regards
    Harshit Parsai
    Senior Solutions Architect - Presales
    Black Box Technologies Australia Pty Ltd

    http://www.blackbox.com/
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  • 4.  RE: Option to Forward and answered email interaction

    Posted 05-03-2022 13:46
    This app https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f has a strong email component that works with and without Genesys Cloud. That should allow the non-Genesys users to use it as well. It should cover the use-case you explained.

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    Maksim Gill
    Eccentex, Inc.
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  • 5.  RE: Option to Forward and answered email interaction

    Posted 05-07-2022 04:34

    Hello Harshit,

    you can counter replay on same mail with  BCC business user and try to mail. most probably you have to add the customer business domain in pure cloud.  i have not tried but  can send mail to my external gmail account from GC.



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    vinayak Vagal
    SmartConnect Technologies Pvt. Ltd
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  • 6.  RE: Option to Forward and answered email interaction

    Posted 05-03-2022 15:27
    What you're describing is something that's possible within Genesys Engage, and there is this idea to be able to do similar within Genesys Cloud.

    https://genesyscloud.ideas.aha.io/ideas/DIG-I-470

    Go and give it your vote :)

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    Vaun McCarthy
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