Internet research claims, it should be possbile to route emails to a message flow instead of an email flow - to be able to utilize a bot to handle/analyze emails. 
Is that true...? 

How can it be done: I see the message routing where I should be able to map addresses to message flows - but there are simply no addresses there. 
In the email configuration I can choose email flows only under with the option "Always route to this flow" activated - in the message routing none of the configured email addresses appear (which are also all assigned to email flows - and I don't see any other options there, except route to flow, route to queue or don't route at all. 

Can someone shed some light here...?
Thanks!
Michael

Hello Michael, 

Where did you find that this could be done? I am not finding anything that says this and I haven't seen this done. Not saying its not possible, just haven't seen this done and have my doubts how each flow is separated in Architect. 

I would love to see the community feedback on this though and possible solutions to add to my knowledge as well. 

In the meantime I will keep digging and researching if its possible and how. 

Cheers, 

Internet research claims, it should be possbile to route emails to a message flow instead of an email flow - to be able to utilize a bot to handle/analyze emails. 
Is that true...? 

How can it be done: I see the message routing where I should be able to map addresses to message flows - but there are simply no addresses there. 
In the email configuration I can choose email flows only under with the option "Always route to this flow" activated - in the message routing none of the configured email addresses appear (which are also all assigned to email flows - and I don't see any other options there, except route to flow, route to queue or don't route at all. 

Can someone shed some light here...?
Thanks!
Michael

Hi Cameron, 

I didn't really find that info myself - admittedly it is just what ChatGPT said. 
But the fact that there IS a message routing section allowing to map addresses to message flows, made me consider it - as usually the routing to a flow for messages is done via the widget deployment - at least that is the only way we used it yet. 

If it ISN'T done this way, it would still remain an interesting question to me if there is ANY way to create bots handling emails - which I'd say would be something very desirable to expectable... ;)

Cheers
Michael

Hello Michael, 

Where did you find that this could be done? I am not finding anything that says this and I haven't seen this done. Not saying its not possible, just haven't seen this done and have my doubts how each flow is separated in Architect. 

I would love to see the community feedback on this though and possible solutions to add to my knowledge as well. 

In the meantime I will keep digging and researching if its possible and how. 

Cheers, 

Internet research claims, it should be possbile to route emails to a message flow instead of an email flow - to be able to utilize a bot to handle/analyze emails. 
Is that true...? 

How can it be done: I see the message routing where I should be able to map addresses to message flows - but there are simply no addresses there. 
In the email configuration I can choose email flows only under with the option "Always route to this flow" activated - in the message routing none of the configured email addresses appear (which are also all assigned to email flows - and I don't see any other options there, except route to flow, route to queue or don't route at all. 

Can someone shed some light here...?
Thanks!
Michael

Hi Michael,

First idea that comes to mind would be to send the e-mail content via API to an external "bot" that can decide what to do with the e-mail or give automated answers based on content.

I suppose technically you could create an Open Messaging interaction with API from an e-mail flow, but that might get more complicated to handle when you want to answer the customer or route the e-mail to an agent later in the flow as it would now be a "chat" interaction.

Hi Cameron, 

I didn't really find that info myself - admittedly it is just what ChatGPT said. 
But the fact that there IS a message routing section allowing to map addresses to message flows, made me consider it - as usually the routing to a flow for messages is done via the widget deployment - at least that is the only way we used it yet. 

If it ISN'T done this way, it would still remain an interesting question to me if there is ANY way to create bots handling emails - which I'd say would be something very desirable to expectable... ;)

Cheers
Michael

Hello Michael, 

Where did you find that this could be done? I am not finding anything that says this and I haven't seen this done. Not saying its not possible, just haven't seen this done and have my doubts how each flow is separated in Architect. 

I would love to see the community feedback on this though and possible solutions to add to my knowledge as well. 

In the meantime I will keep digging and researching if its possible and how. 

Cheers, 

Internet research claims, it should be possbile to route emails to a message flow instead of an email flow - to be able to utilize a bot to handle/analyze emails. 
Is that true...? 

How can it be done: I see the message routing where I should be able to map addresses to message flows - but there are simply no addresses there. 
In the email configuration I can choose email flows only under with the option "Always route to this flow" activated - in the message routing none of the configured email addresses appear (which are also all assigned to email flows - and I don't see any other options there, except route to flow, route to queue or don't route at all. 

Can someone shed some light here...?
Thanks!
Michael

I think you have experienced one of the issues Generative AI in that it has joined the dots incorrectly. Emails either go direct to queue or to an email flow. A virtual agent feature for email for intent detection is targeted towards the end of March. Idea below.

https://genesyscloud.ideas.aha.io/ideas/DIG-I-978

Hi Michael,

First idea that comes to mind would be to send the e-mail content via API to an external "bot" that can decide what to do with the e-mail or give automated answers based on content.

I suppose technically you could create an Open Messaging interaction with API from an e-mail flow, but that might get more complicated to handle when you want to answer the customer or route the e-mail to an agent later in the flow as it would now be a "chat" interaction.

Hi Cameron, 

I didn't really find that info myself - admittedly it is just what ChatGPT said. 
But the fact that there IS a message routing section allowing to map addresses to message flows, made me consider it - as usually the routing to a flow for messages is done via the widget deployment - at least that is the only way we used it yet. 

If it ISN'T done this way, it would still remain an interesting question to me if there is ANY way to create bots handling emails - which I'd say would be something very desirable to expectable... ;)

Cheers
Michael

Hello Michael, 

Where did you find that this could be done? I am not finding anything that says this and I haven't seen this done. Not saying its not possible, just haven't seen this done and have my doubts how each flow is separated in Architect. 

I would love to see the community feedback on this though and possible solutions to add to my knowledge as well. 

In the meantime I will keep digging and researching if its possible and how. 

Cheers, 

Internet research claims, it should be possbile to route emails to a message flow instead of an email flow - to be able to utilize a bot to handle/analyze emails. 
Is that true...? 

How can it be done: I see the message routing where I should be able to map addresses to message flows - but there are simply no addresses there. 
In the email configuration I can choose email flows only under with the option "Always route to this flow" activated - in the message routing none of the configured email addresses appear (which are also all assigned to email flows - and I don't see any other options there, except route to flow, route to queue or don't route at all. 

Can someone shed some light here...?
Thanks!
Michael

Hi Richard,

thanks - that is a lovely perspective, although I don't see any information on the idea considering a delivery timeline for March. 
And yes - I did have my doubts about the answer - that's why I_m here. ;)

I think you have experienced one of the issues Generative AI in that it has joined the dots incorrectly. Emails either go direct to queue or to an email flow. A virtual agent feature for email for intent detection is targeted towards the end of March. Idea below.

https://genesyscloud.ideas.aha.io/ideas/DIG-I-978

Hi Michael,

First idea that comes to mind would be to send the e-mail content via API to an external "bot" that can decide what to do with the e-mail or give automated answers based on content.

I suppose technically you could create an Open Messaging interaction with API from an e-mail flow, but that might get more complicated to handle when you want to answer the customer or route the e-mail to an agent later in the flow as it would now be a "chat" interaction.

Hi Cameron, 

I didn't really find that info myself - admittedly it is just what ChatGPT said. 
But the fact that there IS a message routing section allowing to map addresses to message flows, made me consider it - as usually the routing to a flow for messages is done via the widget deployment - at least that is the only way we used it yet. 

If it ISN'T done this way, it would still remain an interesting question to me if there is ANY way to create bots handling emails - which I'd say would be something very desirable to expectable... ;)

Cheers
Michael

Hello Michael, 

Where did you find that this could be done? I am not finding anything that says this and I haven't seen this done. Not saying its not possible, just haven't seen this done and have my doubts how each flow is separated in Architect. 

I would love to see the community feedback on this though and possible solutions to add to my knowledge as well. 

In the meantime I will keep digging and researching if its possible and how. 

Cheers, 

Internet research claims, it should be possbile to route emails to a message flow instead of an email flow - to be able to utilize a bot to handle/analyze emails. 
Is that true...? 

How can it be done: I see the message routing where I should be able to map addresses to message flows - but there are simply no addresses there. 
In the email configuration I can choose email flows only under with the option "Always route to this flow" activated - in the message routing none of the configured email addresses appear (which are also all assigned to email flows - and I don't see any other options there, except route to flow, route to queue or don't route at all. 

Can someone shed some light here...?
Thanks!
Michael

Hi Michael,

First idea that comes to mind would be to send the e-mail content via API to an external "bot" that can decide what to do with the e-mail or give automated answers based on content.

I suppose technically you could create an Open Messaging interaction with API from an e-mail flow, but that might get more complicated to handle when you want to answer the customer or route the e-mail to an agent later in the flow as it would now be a "chat" interaction.

Hi Cameron, 

I didn't really find that info myself - admittedly it is just what ChatGPT said. 
But the fact that there IS a message routing section allowing to map addresses to message flows, made me consider it - as usually the routing to a flow for messages is done via the widget deployment - at least that is the only way we used it yet. 

If it ISN'T done this way, it would still remain an interesting question to me if there is ANY way to create bots handling emails - which I'd say would be something very desirable to expectable... ;)

Cheers
Michael

Hello Michael, 

Where did you find that this could be done? I am not finding anything that says this and I haven't seen this done. Not saying its not possible, just haven't seen this done and have my doubts how each flow is separated in Architect. 

I would love to see the community feedback on this though and possible solutions to add to my knowledge as well. 

In the meantime I will keep digging and researching if its possible and how. 

Cheers, 

Internet research claims, it should be possbile to route emails to a message flow instead of an email flow - to be able to utilize a bot to handle/analyze emails. 
Is that true...? 

How can it be done: I see the message routing where I should be able to map addresses to message flows - but there are simply no addresses there. 
In the email configuration I can choose email flows only under with the option "Always route to this flow" activated - in the message routing none of the configured email addresses appear (which are also all assigned to email flows - and I don't see any other options there, except route to flow, route to queue or don't route at all. 

Can someone shed some light here...?
Thanks!
Michael