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.comhttps://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 10-27-2021 13:07
From: Daniel Mooney
Subject: Email Channel - Automatic responses to interactions.
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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