Genesys Cloud CX

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  • 1.  Replying to a closed email in Genesys Cloud

    Posted 01-10-2022 07:32
    There are a number of ideas on the board for replying to a closed/historical email which have been accepted.

    Has anyone come up with a workaround to help with this aside from copy and paste from a closed email to a new email?

    Interested to know if anyone in the community has come up with another workaround.

    Thanks,

    Darren

    #Ask Me Anything (AMA)
    #Roadmap/NewFeatures
    #Unsure/Other

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    Darren Leahy
    Wren Data Ltd
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  • 2.  RE: Replying to a closed email in Genesys Cloud

    Posted 01-10-2022 07:42
    Hi Darren,

    For one our client we designed custom GUI under Genesys Cloud Apps section which is able to load closed email body and to create a new email conversation.
    All functionality based on Genesys Cloud API.

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    Taras Buha
    taras@noralogix.com
    www.noralogix.com
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  • 3.  RE: Replying to a closed email in Genesys Cloud

    Posted 01-11-2022 02:52

    Thanks Taras.

    While you were working on the GUI, was there any other workaround the client used aside from the copy and paste?



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    Darren Leahy
    Wren Data Ltd
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  • 4.  RE: Replying to a closed email in Genesys Cloud

    Posted 10-06-2022 05:02
    Hi Darren,

    I searched through the Community, Genesys Cloud Roadmap, Released Features etc. but cannot find anything related to this issue, and there's still no 'reply' option in the historical closed emails. Can you help me find the ideas you mentioned earlier this year? If not I'll create one on https://genesyscloud.ideas.aha.io/ as I think it is crucial that this gets implemented.

    Many thanks, regards,

    Szymon

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    Szymon Prower
    Customer Interaction Solutions AG
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  • 5.  RE: Replying to a closed email in Genesys Cloud

    Posted 10-06-2022 07:23
    This should cover it, it also has 2 merged ideas https://genesyscloud.ideas.aha.io/ideas/DIG-I-181

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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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  • 6.  RE: Replying to a closed email in Genesys Cloud

    Posted 10-06-2022 07:32
    Thank you Jan, indeed this is it. Voted and commented on the idea, fingers crossed it gets done soon!

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    Szymon Prower
    Customer Interaction Solutions AG
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