Genesys Cloud CX

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  • 1.  Saving emails

    Posted 10-15-2021 15:19
    Is there a way to save/download an email that an agent receives in Genesys?  We have agents that need to upload these emails to an internal application.  Has anyone had success with this?
    #AskMeAnything(AMA)
    #Unsure/Other

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    Heather Higginbotham
    Cox Automotive Corporate Services, LLC
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  • 2.  RE: Saving emails

    Posted 10-16-2021 11:12
    I would either cc another bax in that system or set recording to copy to their own S3 bucket and pick them up from there.

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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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  • 3.  RE: Saving emails

    GENESYS
    Posted 10-16-2021 19:14

    Yes, it is certainly possible with a bit of development work. You could extract all interactions and place them in pre-defined locations. 

    You can get a list of conversations.. look for emails
    https://developer.genesys.cloud/developer-tools/#/api-explorer

    /api/v2/analytics/conversations/aggregates/query

    Save the emails somewhere then decide what to do with them later.

    If you get them in .json format you can push them to another application.

    There are partners on AppFoundry who already do this. 



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    Alan Mcintosh
    Genesys - Employees
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