Hi,
Question on Routing of Salesforce Emails:
Requirement -
We will be creating a Email interaction in Genesys when ever a case get created in salesforce. Queue, Skill and Priority details will be passed to Genesys Inbound Email flow from Salesforce using participant data.
Question -
Question 1 : When ever a change happened in case we are deleting the old conversation id and creating a new conversation in Genesys to get the updated changes. Is there a way that can we update the changes to the old interaction rather than deleting.
Example : Queue and Skill detail changed on the case. Is there a way to change the queue and skill of the interaction using process builder (Out of box solution)
Question 2 : if Case is closed manually from SF side we are disconnecting the conversation in Genesys using Conversation Patch API so that it not routes to agent. and if the case is reopened again, Currently we are creating as a new conversation. is it possible to open the old conversation id as it is a email interaction?
Thanks
Gokul
#DigitalChannels#Integrations------------------------------
Gokul Selvanathan
Accenture India
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