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  • 1.  Alerts Created for Others Do Not Display in Their Genesys Inboxes

    Posted 01-03-2024 14:44
    No replies, thread closed.

    One issue I have is that I created the Alerts for others, and I set them up to deliver as emails as well, but they do not get notifications in their Genesys inbox. So if we reach the limit of 1,000 external Alert notifications in 24 hours, they still will not receive the inbox notifications nor email notifications when an alert triggers. I know there is an Idea posted to allow visibility into Alerts created by others, but is anyone else experiencing this issue? Just want to make sure it is not a permission/setting before posting an additional idea


    #Omni-ChannelDesktop/UserInterface
    #Unsure/Other

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    Nicki Dehn
    AAA Club Alliance
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  • 2.  RE: Alerts Created for Others Do Not Display in Their Genesys Inboxes
    Best Answer

    Posted 02-17-2024 22:51
    No replies, thread closed.

    This next generation Alerting engine is miles above the original, but still has a way to go.  No, there is no way around this at this time.  Best is to vote on the idea and give a good use case for your business.  The PM for Alerting is very interested in where to take this product feature and every idea around it helps.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Alerts Created for Others Do Not Display in Their Genesys Inboxes

    Posted 02-20-2024 15:36
    No replies, thread closed.

    Thanks @Robert Wakefield-Carl. 

    @Nicole Dehn - I am assuming you added others as subscribers to in-app notifications for the alert rule in question (using the highlighted section shown in the screenshot below). The in-app notifications aren't bound by the daily limits. Anyone with the permission "alerting:alert:view" should be able to see the alert in their GC inbox. For more information, the relevant documentation is here  https://help.mypurecloud.com/articles/create-alert-rule/ .

    If the users have this permission and are still not seeing the alerts, then please log a ticket so we can get that looked into as soon as possible. Thanks!



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    Nikhil Ponnam
    Principal Product Manager, Genesys Cloud CX
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    Original Message


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