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  • 1.  Working With Email Headers for To Email addresses

    Posted 02-23-2021 13:54
    We are a BPO and need to handle multiple inbound customer emails with different rules configured.

    We are migrating from an Email Manager programme which can identify and handle the different email addresses that the original email was sent to which lives in the Email Header but is not in the body or the subject. 

    I have tried to use the boolean expression to look for the Email.Message.to parameter (as below) but I get an error message "'IsSet' at position 333 : There is no implementation that accepts a parameter of type EmailAddress Collection."

    If(IsSet(Email.Message.to), Contains(Email.Message.to, "test@testemailtoinheader.co.uk"), false)

    Is there any way to look at the message header? 

    I've mocked up how the email actually looks in Outlook to give a flavour in case helpful. 

    #DigitalChannels
    #Implementation
    #Routing(ACD/IVR)

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    Mark Elliott
    Lemon Business Solutions
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  • 2.  RE: Working With Email Headers for To Email addresses

    GENESYS
    Posted 02-23-2021 14:46
    Use IsNotSetOrEmpty instead of IsSet.  Also Contains will not work, Email.Message.to is a collection of email addresses but Contains only works with strings.
    The first expression is
    !IsNotSetOrEmpty(Email.Message.to)​

    I can't imagine how the to field could ever be null (NOT_SET) or empty (has no values) but it never hurts to safe.
    Then I use a loop to look through each to email address.
    The expression in the decision inside the loop is
    Lower(ToString(Email.Message.to[State.index])) == "test@testemailtoinheader.co.uk"​
    ToString converts the email address to a string.  Lower is casting it to lower case b/c I assume you don't care about the difference between test@testemailtoinheader.co.uk and test@testemailtoinheader.co.UK
    The send reply is just for debugging.



    ------------------------------
    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Working With Email Headers for To Email addresses

    Posted 02-24-2021 04:29
    That's amazing thank you Melissa. Not all heroes wear capes. 

    I have this configured, just need to test it now - thank you

    ------------------------------
    Mark Elliott
    Lemon Business Solutions
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  • 4.  RE: Working With Email Headers for To Email addresses

    Posted 07-10-2023 09:12

    Hi Melissa , 

    found this thread and was wondering if you could help me out here?

    I have this flow which does a loop accordingly the screenshot above.

    what i found out is that when email myself to the GC platform only the second email address will routed and not the first which is in the to header.

    Any idea why?

    hope to hear from you

    thanks in advance

    regards 

    Jerry Sileon



    ------------------------------
    Jerry Sileon
    KPN B.V.
    ------------------------------



  • 5.  RE: Working With Email Headers for To Email addresses

    Posted 07-11-2023 03:41

    Hi Jerry,

    Your loop will always route based on the last e-mail address since for each loop it overwrites the variable.

    If you want to route each To address as a separate e-mail look into https://help.mypurecloud.com/articles/route-email-to-multiple-destinations/
    Then you should be able to use Email.Message.route.id to route each address



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



  • 6.  RE: Working With Email Headers for To Email addresses

    Posted 07-11-2023 05:48

    Hi Jan,

    thanks for the tip, could you also point out how to leverage email.message.route.id in an architect flow?

    best regards 

    Jerry



    ------------------------------
    Jerry Sileon
    KPN B.V.
    ------------------------------



  • 7.  RE: Working With Email Headers for To Email addresses

    Posted 07-11-2023 06:04

    Hi Jerry,

    When you enable this feature it will create one interaction for each e-mail To address it's routing.

    The variable Email.Message.route.id will only contain the To address it's currently processing so your Data Table lookup just needs to use this variable without the loop to route each interaction to the right queue.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



  • 8.  RE: Working With Email Headers for To Email addresses

    Posted 07-11-2023 06:11

    Hi Jan, 

    Ok, so delete the loop and add the built-in var email.message.route.id in the data table lookup.

    One more question , what is the impact on existing email flows when this feature is enabled?

    Best regards

    Jerry



    ------------------------------
    Jerry Sileon
    KPN B.V.
    ------------------------------



  • 9.  RE: Working With Email Headers for To Email addresses

    Posted 07-11-2023 06:33

    It doesn't affect the email flows specifically but it affects how e-mails are handled if they contain several To addresses that you route in your system.

    What you need to consider is if this feature is actually something you want since the end result is that several agents will get the same e-mail, which likely will result in the customer getting 2 responses, one from each agent.

    It all depends on how you wanna handle e-mail with several To addresses.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



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