@Maxim Tsvetov was the one who gave the answer in the show, so he may have more insight, but I will speak to what one of my customers does...
I am presuming that Salesforce has already initiated the email and it is currently in the Genesys routing functionality but not yet delivered to an agent (either in an Inbound flow or waiting In Queue). In that case you can use a trigger in Salesforce (based upon workflow criteria, I presume) which would then make an API call to Genesys Cloud to disconnect the conversation.
It presumes Salesforce tracks the Genesys Cloud conversationId, and tracks whether or not the email has been connected to an agent.
The quickest way to disconnect an interaction that has not yet connected to an agent is to mimic going to Admin>Routing>Disconnect Interactions in the Admin UI and disconnecting a conversation from there.
https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations--conversationId--disconnect
With a body of
{"state": "disconnected"}
------------------------------
George Ganahl GCP (Genesys Cloud), CCXP
Principal PS Consultant
Genesys
------------------------------
Original Message:
Sent: 09-08-2023 09:45
From: Nicole Milliken
Subject: Cancel Genesys Cloud Routing Request for Salesforce Email Routing with Genesys Cloud for Salesforce
@George Ganahl - would you be able to help Alistair with this follow up question on the Q&A Show?
------------------------------
Nicole Milliken
Genesys - Employees
Original Message:
Sent: 09-08-2023 02:46
From: Alistair Taylor
Subject: Cancel Genesys Cloud Routing Request for Salesforce Email Routing with Genesys Cloud for Salesforce
Thanks for the update.
I wasn't clear on the answer provided in the Q&A show. I'd like to understand the mechanism to cancel an routing request made to Genesys Cloud CX from a Salesforce Flow.
------------------------------
Alistair Taylor
Presales Solutions Architect
Original Message:
Sent: 08-30-2023 13:42
From: Nicole Milliken
Subject: Cancel Genesys Cloud Routing Request for Salesforce Email Routing with Genesys Cloud for Salesforce
Hi @Alistair Taylor - you have an answer to your question on the latest Q&A Show found here!
Hope this helps you out.
------------------------------
Nicole Milliken
Genesys - Employees
Original Message:
Sent: 08-21-2023 06:41
From: Alistair Taylor
Subject: Cancel Genesys Cloud Routing Request for Salesforce Email Routing with Genesys Cloud for Salesforce
Is there a method to cancel a routing request (say, in a Salesforce Flow) after a request has been made to route a Salesforce email?
There are several cases where this might be useful, such as an agent closing the associated case in the course of handling another interaction from the same contact.
#Integrations
------------------------------
Alistair Taylor
Presales Solutions Architect
------------------------------