To add to George's response. There are some pretty powerful things that you can do in a Genesys Cloud Architect email flow. For instance here at Genesys we have a webform that new partners fill out that generates an email. We send that email into Genesys Cloud and an email flow validates the "From:" address, does a switch on the subject line to process various email subjects differently, parses the email body to pull out the relevant contact information fields, and then calls a Data Action to create a Jira ticket for us to work through signing up that partner. We do all of that just within the built-in Genesys Cloud platform.
If you need more power than that you can use AWS Lambda and 3rd party services to do even more. For instance here is a link to a blueprint on how to use AWS Comprehend to use AI to parse the email to determine the intent and then send that intent data back to Architect to use for routing.
What you build in Genesys Cloud will most likely be done a little differently than it was in Engage, but I'm confident we have the ability to accomplish the same things with different tooling.
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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com------------------------------
Original Message:
Sent: 03-16-2022 21:10
From: George Ganahl
Subject: Screening Rule for Inbound Emails
Ok. That configuration is done in Architect.
https://help.mypurecloud.com/articles/about-email-rules/
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George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
Original Message:
Sent: 03-16-2022 20:16
From: Anton Vroon
Subject: Screening Rule for Inbound Emails
In Engage you set rules, like subject or body contains x or (y and b) and you can use regular expressions too.
I haven't had a go at Emails on Cloud myself, but believe you can do something like, have a Switch, and then for each case you would do something like
Contains(Email.Message.body, "SomeValue")
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Anton Vroon
Original Message:
Sent: 03-16-2022 12:14
From: George Ganahl
Subject: Screening Rule for Inbound Emails
Sorry, I'm not familiar with what you have available in Engage. Can you describe a bit further what you are trying to do?
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George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
Original Message:
Sent: 03-16-2022 10:53
From: Sreekand Muthukrishnan
Subject: Screening Rule for Inbound Emails
Hi Guys,
Do we have have screening rule for Inbound emails, like we have in our Genesys Engage. I tried to find related information but was not able to.
any input will be very much appreciated. also let us know if there is any workaround also.
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Sreekand Muthukrishnan
Conn3ct (Connect Managed Services (UK) Limited)
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