Genesys Cloud CX

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  • 1.  Email Channel - Automatic responses to interactions.

    Posted 10-27-2021 13:07

    Hi,

    I was curious if there was an option in Genesys to add automated responses in the way I am considering it. Can we add a rule to a queue that states if there have had interactions waiting for 48 hours, that an email goes out to the customer?

    Thanks

    Daniel


    #ArchitectureandDesign
    #Outbound

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    Daniel
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  • 2.  RE: Email Channel - Automatic responses to interactions.

    Posted 10-27-2021 22:06
    Orchestrator (now in beta) will be able to do this.  You could do this now with a web service and the notification webhook.  The problem today is you can't really send an email out without user context through the API.

    Event Orchestration*

    Infrastructure integration responding to events from externally initiated and internally generated events to perform actions based on those behaviors.  

    https://genesyscloud.ideas.aha.io/ideas/CLPLA-I-756  (you will have to search for the new link.)



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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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