Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Auto Answer for direct Mails

    Posted 08-15-2023 11:23
    No replies, thread closed.

    Hi all,

    I know, it's possible to activate auto answer for mails, which were routed in a queue... but is it possible for direct mails to the agents as well? for example if an agent makes a blind transfer of a routed mail to a special agent?

    Regards, 

    Thomas


    #DigitalChannels

    ------------------------------
    Thomas Schepers
    SNcom GmbH
    ------------------------------


  • 2.  RE: Auto Answer for direct Mails

    Posted 08-20-2023 18:41
    No replies, thread closed.

    Genesys Cloud does not allow private email routing.  What you can do is have preferred agent routing to a queue and then to that Agent or if someone first answers the email and transfers to an agent, that is still a queue email, not private.  



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

    Original Message


  • 3.  RE: Auto Answer for direct Mails

    Posted 08-21-2023 01:44
    No replies, thread closed.

    Hi Robert, 

    perhaps my question was not detailed enough to understand. In the described case, a mail is routed to a queue and accepted by agent A with auto answer. Agent A forwards this mail to agent B, but then auto answer is not active. How can I activate auto answer for this forwarded queue mail to agent B?

    Regards from germany

    Thomas 



    ------------------------------
    Thomas Schepers
    SNcom GmbH
    ------------------------------

    Original Message


Related Content