Genesys Cloud - Main

Hi All,

We've recently setup alerting for emails with one of our SF instances and when a customer replies to an email it will alert the queue which is causing some confusion for our reps. They want to disable alerting for any replies and just have the current case owner handle the customer's reply. Has anyone found a way to do that? We've tried creating different types of SF rules from the process builder but no luck so far.
#ArchitectureandDesign
#Routing(ACD/IVR)

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Vince Cotroneo
Zillow, Inc.
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I would create an Email flow that looks at the email, subject, or both of that reply and just disconnect it before it gets to the queue.  I assume there is something special about these that you can use to parse them out.