Genesys Cloud CX

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  • 1.  Ability to Send Status Email

    Posted 07-06-2022 16:56
    Hello;  I am looking for a work around to auto send a email to the customer as a status email while the email waits in queue.  I understand by looking in Genesys Resource Center that you only can send one auto-reply per interaction.

    when GC receives the initial email we send a auto-reply email to customer acknowledging we have received their email and will response within couple days.  What we would like to do is if we hit that couple of days threshold and the email has not been picked up yet, to send a secondary email to the customer letting them know we still have the email and it will be answered as soon as possible.  This is to reduce the customer thinking something is wrong and they end up sending another email.

    So again looking for a work around to have the ability to auto send a second email to the customer.


    Lee Canady

    Lee Canady

  • 2.  RE: Ability to Send Status Email

    Posted 07-29-2022 19:17
    Using the In-queue Email flow, you should be able to call the API to send an Email out to the customer after a set period of time waiting.  Yes, you can only use one Send Auto Reply for each conversation -- others are ignored.  Use the Agentless Email API to send it out.  Agentless email notifications - Genesys Cloud Resource Center (

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect

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