Genesys Cloud (formerly PureCloud)

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Email Routing information needed

  • 1.  Email Routing information needed

    Posted 25 days ago

    Hi Team,

    I have a question about how email routing happens in purecloud. We have built a flow for email in architect. The first time, my email hits the flow and gets routed to the agent. Once the agent responds to the customer and customer replies to this email , the  second email doesnt seem to hit the flow but gets routed directly to the agent. How does that happen? Is it because it carries the same interaction id?

    We would like to get the back and forth replies between customer and agent also hit the email flow designed in architect. IS that possible? Is there any documentation pertaining to this? 




    Tilly Ramachandran
    Byte Information Technology