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  • 1.  Reply to customer when email is opened from web form

    Posted 06-14-2021 11:08
    Hello,
    we have implemented web bar using embeddable framework.
    We received some kind of emails through a web form from web site of our customer.
    So final customer (i.e. Mario.Rossi@gmail.com) navigate on web site and then compile a form where insert name, surname, email and body of request. This form send an email from noreply@company.it to purecloud (service@mypurecloud.de) and put in the body customer email address.
    When email arrive on agent webbar he see in from noreply@company.it and have to change manually reply to Mario.Rossi@gmail.com .
    Is possible in email flow or on webbar change email address by code using embeddable framework and email interaction window?

    Thanks in advance.

    Best Regards
    Rino
    #Implementation

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    Rino Landro
    CENTRICO S.P.A.
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  • 2.  RE: Reply to customer when email is opened from web form

    Posted 06-14-2021 14:55
    Two things.  Either change the address before sending to Genesys Cloud or just use the API to create the Email instead of emailing it in.  Then you can set the reply too and put in any monikers you need.

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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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    Original Message


  • 3.  RE: Reply to customer when email is opened from web form

    Posted 01-02-2024 20:44

    Hi Robert, I'm facing the same issue with webform emails.

    Please can you explain what you mean with "just use the API to create the Email instead of emailing it in"? 

    As far as I know, the only API for creating an email interaction (/api/v2/conversations/emails) can only generate a "third party email", not a "PureCloud" Email.

    Thanks for your answer

    Daniele



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    Daniele Filippi
    CTI Planet Srl
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    Original Message


  • 4.  RE: Reply to customer when email is opened from web form

    Top 25 Contributor
    Posted 01-02-2024 20:57

    I'm no email wizard, but can you not get your webform that generates the email to set the reply-to header field to the customer's email address, so when the agent hits reply it sets the to field to the customer's address rather than the from address?



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    Anton Vroon
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    Original Message


  • 5.  RE: Reply to customer when email is opened from web form

    Posted 01-02-2024 21:06

    Anton is correct, most websites have built-in mail functions. If you want to use an API to send the email, here it is: https://developer.genesys.cloud/devapps/api-explorer-standalone#post-api-v2-conversations-emails 



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 6.  RE: Reply to customer when email is opened from web form

    Posted 01-03-2024 08:14

    Thank you Anton for the reply; I'll try to ask this change to webform guys.

    But in this case the contact history will be always linked to "from address" I suppose....

    Thanks

    Daniele



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    Daniele Filippi
    CTI Planet Srl
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    Original Message


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