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Does Genesys only send a notification to user when they first receive an email but afterwards no notification is sent if someone respond to the email chain?

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  • 1.  Does Genesys only send a notification to user when they first receive an email but afterwards no notification is sent if someone respond to the email chain?

    Posted 01-11-2023 10:54
    No replies, thread closed.

    When user get the first email from a specific customer and comes in just fine.  They answer after receiving the notification , but anything that comes in after that original notification while they are attached to the original email updates. The user reports not receiving any notification if the customer response again to that email chain. I understand Genesys has indication that will show user of unread emails.

    I assume there no option to configure Genesys to send some type  of notification if there another response to the email chain that was answered by the user? I know there a alert rule option that supervisor use if certain agents meets a specific criteria but is there a way to have the user themselves receive a notification again if the email they answered is responded to again?

    The business said they need to have their agent be aware as soon as possible for certain customers that respond to email chain again. If there are any option that can help them get notified right away instead of them having to check their inbox.
    #Omni-ChannelDesktop/UserInterface
    #Unsure/Other

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    NA
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  • 2.  RE: Does Genesys only send a notification to user when they first receive an email but afterwards no notification is sent if someone respond to the email chain?

    Posted 01-14-2023 14:52
    No replies, thread closed.
    If the agent is on the interaction and has not sent it, the threading back to the same agent will not work.  What you could do is search for the incoming email address in the current interactions, get the agent name, then route that email using Preferred Agent Routing so it will go to the agent handling the current email.  You will need to allow for multiple Emails coming in and if they are at full utilization, they still won't know about that new Email.  Now, if you think your agents are very responsible and willing to monitor all emails coming into a queue and use manual assignment to pick that email up when it comes in, let me know their name and email so I can hire them.  ;>)

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    Robert Wakefield-Carl
    TTEC Digital, LLC dba Avtex
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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