Regina,
I'll be interested to see what others in the community chime in with as there are some pretty creative folks out there.
To my knowledge there isn't an easy way to do what you are trying to accomplish using native Genesys tooling. For instance the example you describe above can likely be made to work via an inbound email flow, but only for a limited time. It is possible to delay and loop on an inbound email flow, but I think that the system will only allow that for something like 3 days maximum, and it really isn't optimal for performance of Architect as it keeps Architect busy. Think if you had 10,000 inbound emails all looping/delaying in the inbound email flow that will put an unexpected load on Architect, which really wasn't designed for operation like that.
There is a roadmap item, I believe, to have in-queue email flows. Presumably something like that could work better for your use case. However, I'm not sure if there is even a committed date for that feature.
There is a way to do this if you have a developer that can write some code for you. You could have an inbound email flow that sends all emails to an unmonitored queue. Emails would queue up, kind of like an inbox. Then a developer could write something like an AWS lambda function or a Linux CRON job that would run periodically and check the subject line of those queued emails. If the date in the subject line is older than the current time then a Genesys Cloud API could be used to move that email from the unmonitored queue, into a queue where ACD agents are on-queue and the moved emails would be dispatched to agents to handle them.
Hope that helps.
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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com------------------------------
Original Message:
Sent: 04-22-2021 10:43
From: Regina Arocha
Subject: Delaying Email based on Information on Subject
Hello,
We are trying to retrieve information from an email - regarding the preferable contact time and the goal would be to delay the routing of the email until the date and time arrives.
For example we would have an email with subject: 2021.04.21.10.15.32
Therefore the email should be held or waiting to be routed until the date 21.04.2021 at 10:15.32 arrives.
Has anyone tried this before?
I tried to do it with:
Get Participant Data --> ToDateTime(ToString(Email.Message.subject))
Wait -->
DateTimeDiff(GetCurrentDateTimeUtc(), MakeDateTime(ToInt(GetAt(Split(Email.Message.subject, "."), 0)), ToInt(GetAt(Split(Email.Message.subject, "."), 1)), ToInt(GetAt(Split(Email.Message.subject, "."), 2)), ToInt(GetAt(Split(Email.Message.subject, "."), 3)), ToInt(GetAt(Split(Email.Message.subject, "."), 4)), 0))
But unfortunately it did not work. Does someone have an idea?
Thank you and best regards,
Regina
#ArchitectureandDesign
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Regina
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