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Hi,

We got a proyect were our client needs to process inbound mail, it is currently working, but they need implement  a special scenario. Currently, inbound mail is processed by a flow in Architect, were it use de "Send Auto reply" action. In some cases, before connect the agent, they need to send agian the previous "auto reply" mail sent o send another email. The case is, it "auto reply" mail is to ask information to the customer, until the customer send the requested info, the agent is not involved.

So far, we got stuck trying to  send a notification mail to the customer from Architect. Can anyone guide me how can we send an email from Architect? 

Also, the email sent by Architect, is counted or treated as part of the original thread? Customer want to see in the historial or timeline, that the second mail was sent.

Regards,

SG

Hi Saugort,

the auto reply feature is limited to a single reply. For additional emails you will need to use "agentless email" ( Agentless email notifications - Genesys Cloud Resource Center ). Since the last release notes you can use custom SMPT servers for that. (Best practices to use your SMTP server to run email campaigns and send agentless email notifications - Genesys Cloud Resource Center) 

Best regards
Christoph

Hi,

We got a proyect were our client needs to process inbound mail, it is currently working, but they need implement  a special scenario. Currently, inbound mail is processed by a flow in Architect, were it use de "Send Auto reply" action. In some cases, before connect the agent, they need to send agian the previous "auto reply" mail sent o send another email. The case is, it "auto reply" mail is to ask information to the customer, until the customer send the requested info, the agent is not involved.

So far, we got stuck trying to  send a notification mail to the customer from Architect. Can anyone guide me how can we send an email from Architect? 

Also, the email sent by Architect, is counted or treated as part of the original thread? Customer want to see in the historial or timeline, that the second mail was sent.

Regards,

SG

Hi,

We got a proyect were our client needs to process inbound mail, it is currently working, but they need implement  a special scenario. Currently, inbound mail is processed by a flow in Architect, were it use de "Send Auto reply" action. In some cases, before connect the agent, they need to send agian the previous "auto reply" mail sent o send another email. The case is, it "auto reply" mail is to ask information to the customer, until the customer send the requested info, the agent is not involved.

So far, we got stuck trying to  send a notification mail to the customer from Architect. Can anyone guide me how can we send an email from Architect? 

Also, the email sent by Architect, is counted or treated as part of the original thread? Customer want to see in the historial or timeline, that the second mail was sent.

Regards,

SG

Hi SG,

I don't reall get the problem: You can send an auto reply from the flow, using the send auto reply block. 
If the reply is part of the conversation you can easily see in the interaction details (not exactly sure about that). 

If you are waiting for some specific info from the customer before you pass the mail to an agent, you can check the content of a incoming mail in the architect flow - via integrated architect variables Email.Message.Body (as well as you can check Email.Message.From, to cc...) You can either search/parse that - or try to work with intents in the mail flow. 

Hope that helps... 

Hi,

We got a proyect were our client needs to process inbound mail, it is currently working, but they need implement  a special scenario. Currently, inbound mail is processed by a flow in Architect, were it use de "Send Auto reply" action. In some cases, before connect the agent, they need to send agian the previous "auto reply" mail sent o send another email. The case is, it "auto reply" mail is to ask information to the customer, until the customer send the requested info, the agent is not involved.

So far, we got stuck trying to  send a notification mail to the customer from Architect. Can anyone guide me how can we send an email from Architect? 

Also, the email sent by Architect, is counted or treated as part of the original thread? Customer want to see in the historial or timeline, that the second mail was sent.

Regards,

SG

Hi @Michael Lukoschek,

Thanks for your answer. Yes, it could be quite messy to get what our customer wants. In resume is somethink like this:

client send mail -> Genesys Cloud receive and activate Inbound email flow -> flow use action "Send auto reply" -> Queue.

For some scenario, customer needs after 2hours after receive the inbound mail and before deliver to the agent, send a 2nd "auto reply". Use the action "Send auto reply" for second time does not work.

Regards,

SG

Hi SG,

I don't reall get the problem: You can send an auto reply from the flow, using the send auto reply block. 
If the reply is part of the conversation you can easily see in the interaction details (not exactly sure about that). 

If you are waiting for some specific info from the customer before you pass the mail to an agent, you can check the content of a incoming mail in the architect flow - via integrated architect variables Email.Message.Body (as well as you can check Email.Message.From, to cc...) You can either search/parse that - or try to work with intents in the mail flow. 

Hope that helps... 

Hi,

We got a proyect were our client needs to process inbound mail, it is currently working, but they need implement  a special scenario. Currently, inbound mail is processed by a flow in Architect, were it use de "Send Auto reply" action. In some cases, before connect the agent, they need to send agian the previous "auto reply" mail sent o send another email. The case is, it "auto reply" mail is to ask information to the customer, until the customer send the requested info, the agent is not involved.

So far, we got stuck trying to  send a notification mail to the customer from Architect. Can anyone guide me how can we send an email from Architect? 

Also, the email sent by Architect, is counted or treated as part of the original thread? Customer want to see in the historial or timeline, that the second mail was sent.

Regards,

SG

As Christopg said above: It seems you can only use the "send auto reply" action once for any give conversation. Which is a strange design to me. Would be much easier to just have a reply function/block. But it is as it is. So setting up an agentless email campaign and send the emails via that seems your only option. You can send the mails via a data action then, using endpoint:
/api/v2/conversations/emails/agentless 

We do this from agent scripts - but should work from a flow just as well. 

Hi @Michael Lukoschek,

Thanks for your answer. Yes, it could be quite messy to get what our customer wants. In resume is somethink like this:

client send mail -> Genesys Cloud receive and activate Inbound email flow -> flow use action "Send auto reply" -> Queue.

For some scenario, customer needs after 2hours after receive the inbound mail and before deliver to the agent, send a 2nd "auto reply". Use the action "Send auto reply" for second time does not work.

Regards,

SG

Hi SG,

I don't reall get the problem: You can send an auto reply from the flow, using the send auto reply block. 
If the reply is part of the conversation you can easily see in the interaction details (not exactly sure about that). 

If you are waiting for some specific info from the customer before you pass the mail to an agent, you can check the content of a incoming mail in the architect flow - via integrated architect variables Email.Message.Body (as well as you can check Email.Message.From, to cc...) You can either search/parse that - or try to work with intents in the mail flow. 

Hope that helps... 

Hi,

We got a proyect were our client needs to process inbound mail, it is currently working, but they need implement  a special scenario. Currently, inbound mail is processed by a flow in Architect, were it use de "Send Auto reply" action. In some cases, before connect the agent, they need to send agian the previous "auto reply" mail sent o send another email. The case is, it "auto reply" mail is to ask information to the customer, until the customer send the requested info, the agent is not involved.

So far, we got stuck trying to  send a notification mail to the customer from Architect. Can anyone guide me how can we send an email from Architect? 

Also, the email sent by Architect, is counted or treated as part of the original thread? Customer want to see in the historial or timeline, that the second mail was sent.

Regards,

SG

What about if the send-reply fails which we've had quite a few times.  Would be good if there was a success / fail option under the send-reply rather thn just going to event handling.

As Christopg said above: It seems you can only use the "send auto reply" action once for any give conversation. Which is a strange design to me. Would be much easier to just have a reply function/block. But it is as it is. So setting up an agentless email campaign and send the emails via that seems your only option. You can send the mails via a data action then, using endpoint:
/api/v2/conversations/emails/agentless 

We do this from agent scripts - but should work from a flow just as well. 

Hi @Michael Lukoschek,

Thanks for your answer. Yes, it could be quite messy to get what our customer wants. In resume is somethink like this:

client send mail -> Genesys Cloud receive and activate Inbound email flow -> flow use action "Send auto reply" -> Queue.

For some scenario, customer needs after 2hours after receive the inbound mail and before deliver to the agent, send a 2nd "auto reply". Use the action "Send auto reply" for second time does not work.

Regards,

SG

Hi SG,

I don't reall get the problem: You can send an auto reply from the flow, using the send auto reply block. 
If the reply is part of the conversation you can easily see in the interaction details (not exactly sure about that). 

If you are waiting for some specific info from the customer before you pass the mail to an agent, you can check the content of a incoming mail in the architect flow - via integrated architect variables Email.Message.Body (as well as you can check Email.Message.From, to cc...) You can either search/parse that - or try to work with intents in the mail flow. 

Hope that helps... 

Hi,

We got a proyect were our client needs to process inbound mail, it is currently working, but they need implement  a special scenario. Currently, inbound mail is processed by a flow in Architect, were it use de "Send Auto reply" action. In some cases, before connect the agent, they need to send agian the previous "auto reply" mail sent o send another email. The case is, it "auto reply" mail is to ask information to the customer, until the customer send the requested info, the agent is not involved.

So far, we got stuck trying to  send a notification mail to the customer from Architect. Can anyone guide me how can we send an email from Architect? 

Also, the email sent by Architect, is counted or treated as part of the original thread? Customer want to see in the historial or timeline, that the second mail was sent.

Regards,

SG