Genesys Cloud (formerly PureCloud)

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Automatically send email at end of script

  • 1.  Automatically send email at end of script

    Top 25 Contributor
    Posted 12 days ago
    hi,

    Is it possible to automatically send an email at the end of a script being completed?

    1. The scripts may contain different information and I would want to be able to include a configurable set of fields in the email which are set during the script.
    2. The email may be sent to different distribution lists depending on what was set in the script (e.g. regional specific distributions where a region is selected during the script, and therefore a variable is set to with the relevant distribution list)
    3. The email is then automatically generated with a subject which may be taken from a set of fields within the script
    4. I am guessing this may be possible from an API, but how to actually invoke the API from within the script and would something like the below actually work to pull through variables from the script to the api? I can't get it to work...
    5. Is it possible to auto send the email (when using the API directly in developer tools it generates the email to the advisor in their interactions but does not send, this is left to the advisors to manually complete the sending action)

    {
    "queueId": "xxxxxxxxxxxxx",
    "flowId": "",
    "provider": "PureCloud Email",
    "skillIds": [],
    "languageId": "",
    "priority": 0,
    "attributes": {},
    "toAddress": "{{toaddressvariable}}",
    "toName": "{{tonamevariable}}",
    "fromAddress": "test@test.euw2.pure.cloud",
    "fromName": "{{fromaddressvariable}}",
    "subject": "[[variable 3]]",
    "direction": "OUTBOUND",
    "htmlBody": "",
    "textBody": "[[Variable 1]][[variable 2]]"
    }
    #DigitalChannels
    #Implementation
    #SystemAdministration

    ------------------------------
    Mark Elliott
    Lemon Business Solutions
    ------------------------------


  • 2.  RE: Automatically send email at end of script

    NEW MEMBER
    Posted 12 days ago
    Hi Mark,

    The API you tried to use from developer tools is /api/v2/conversations/emails to create an email conversation.
    Exactly the same behavior if to make request from the script and it is possible to run this API just on behalf of agent credentials.

    GC is about handling conversation interactions, it does not have API to send an email, but you can use other providers like Sendgrid or AWS SES

    The solution can be to subscribe on GC Notifications and at the end of conversation to generate and send email.


    ------------------------------
    Taras Buha
    Noralogix PTY (Ltd)
    ------------------------------



  • 3.  RE: Automatically send email at end of script

    GENESYS
    Posted 11 days ago
    Hi -
    Genesys Cloud is actively working on 1) providing an API to you to generate an agentless email and also 2) event orchestration which would also support email based upon various triggers. Once #1 is delivered it should meet your needs but just wanted to mention #2 as it will add more flexibility to support this use case, e.g. rather than having the email triggered by a script it could be triggered based upon an event which invokes a workflow. This was covered in the latest roadmap webinar last week and will also be posted on the Knowledge Network.

    Cheers - ​​

    ------------------------------
    Don Huovinen
    Genesys - Employees
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  • 4.  RE: Automatically send email at end of script

    Top 25 Contributor
    Posted 11 days ago
    Thanks Don,

    Great to know! I've tried to find a replay of the product webinar unsuccessfully. Is there one available and I just cannot see it?

    There are a couple of pointers towards it but it appears the layout of the knowledge site has been updated since then  

    ------------------------------
    Mark Elliott
    Lemon Business Solutions
    ------------------------------



  • 5.  RE: Automatically send email at end of script

    GENESYS
    Posted 10 days ago
    You need to login to the Knowledge Network to access the roadmap and webinars. I just reviewed and I saw the roadmap but it does not look like the recorded webinar has been posted yet. I expect that it will be updated by end of week, therefore available by next Monday, but I will reach out to check.

    ------------------------------
    Don Huovinen
    Genesys - Employees
    ------------------------------