Hi Paul,
I am fairly new to architect and very new to loops. I tried to run with your idea above about looping thru the to field, to find multiple pure cloud email address's with the action of if it does equal a specific email address transfer to a queue, then the thought was to loop again and if it finds another one, transfer to another queue.
Problems: Transfer to ACD terminates in end of flow. So my thinking is it then would stop looping. Since it is still just one interaction, this makes sense, it would not have another interaction to send the other queue?
Thoughts?
Thanks in advance.
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John Treglia
Behr Process Corporation
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Original Message:
Sent: 05-14-2021 12:23
From: Paul Dittrich
Subject: Email to multiple Genesys Cloud Email addresses
Hi Martin,
I'm not sure how you are routing the emails, but I've run into this in the past.
If you have your emails going to an Email Flow in Architect, Genesys Cloud will create a collection of email addresses in the variable Email.message.to.
So you may need to do a loop to go through all the email addresses eg Loops: Count(Email.message.to) index: State.i and then look in Email.message.to[State.i] to see if they've emailed a legit purecloud email or not. They could be emailing someone else in the To field. Depending on which Genesys Cloud email address matches you could send the message to a different queue, and then loop to handle the next address.
The same holds true for SMS messages, you will get a collection of ANI's that you should loop through.
Original Message:
Sent: 05-12-2021 16:25
From: Martin Bunting
Subject: Email to multiple Genesys Cloud Email addresses
I just tested out an email scenario. From Outlook, I sent in a single email addressed to email1@xxx.mypurecloud.com and email2@xxx.mypurecloud.com, with email1 going to Queue 1 and email2 going to Queue 2. My thought was the system would see two email interactions coming in, one to each Queue. What I find is only one email comes in, always to the first email address in the To: list. I also had two agents open and made sure they could take multiple emails, still only one email. Is this design intent, or is there a way I can correct this behaviour?
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Martin Bunting
i3Vision Technologies Inc.
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