Genesys Cloud - Main

Hi everyone!

I have been asked about a scenario, where an agent receives a complex query from a customer.

The agent would need to send 2 replies:
1. Thanks for your query. We are looking into it.
2. Forward the mail to the back office (non-Genesys) to make a detailed inquiry. 

Do you know how cloning/duplicating an incoming email can be done?

Using the '+' icon in the interaction window creates a new, blank interaction. All the contents of the original email are lost.

Thank you!

Syxtus
#DigitalChannels

------------------------------
Syxtus Gaal
Vodafone GmbH
------------------------------

Hi Syxtus,

You can send all incoming mail to a flow rather than directly to a queue (you do this when configuring your Email Addresses), and you can add an AutoResponse action in your flow, which automatically sends that initial "we're working on it" email to your customer. Then you can add the Transfer to ACD action to transfer the email to an agent, who can then forward it to the appropriate department.

We're currently in the planning stages of adding support for Replying to Completed Email, which will allow the agent to send multiple replies and forwards to the recipient.

Thanks!
Jody

------------------------------
Jody Nabuurs
Genesys - Employees
------------------------------

Original Message:
Sent: 10-28-2022 10:11
From: Syxtus Gaal
Subject: Duplicate an incoming email and send 2 responses?

Hi everyone!

I have been asked about a scenario, where an agent receives a complex query from a customer.

The agent would need to send 2 replies:
1. Thanks for your query. We are looking into it.
2. Forward the mail to the back office (non-Genesys) to make a detailed inquiry.

Do you know how cloning/duplicating an incoming email can be done?

Using the '+' icon in the interaction window creates a new, blank interaction. All the contents of the original email are lost.

Thank you!

Syxtus
#DigitalChannels

------------------------------
Syxtus Gaal
Vodafone GmbH
------------------------------

Hi Jodie,

Thank you for the quick reply. Indeed, I was aware of the AutoResponse feature.

Here, the use case is slightly different: the response 'we are working on it' should be sent manually ba an agent only if the query needs clarification, or is complex. So what is required is exactly the feature you have mentioned: for the agent to be able to reopen a completed email and send a follow up.

Do you have any timelines on when this feature will be available? Is it possible to vote for it?

Thank you,

Syxtus

------------------------------
Syxtus Gaal
------------------------------

Original Message:
Sent: 10-30-2022 10:24
From: Jody Nabuurs
Subject: Duplicate an incoming email and send 2 responses?

Hi Syxtus,

You can send all incoming mail to a flow rather than directly to a queue (you do this when configuring your Email Addresses), and you can add an AutoResponse action in your flow, which automatically sends that initial "we're working on it" email to your customer. Then you can add the Transfer to ACD action to transfer the email to an agent, who can then forward it to the appropriate department.

We're currently in the planning stages of adding support for Replying to Completed Email, which will allow the agent to send multiple replies and forwards to the recipient.

Thanks!
Jody

------------------------------
Jody Nabuurs
Genesys - Employees

Original Message:
Sent: 10-28-2022 10:11
From: Syxtus Gaal
Subject: Duplicate an incoming email and send 2 responses?

Hi everyone!

I have been asked about a scenario, where an agent receives a complex query from a customer.

The agent would need to send 2 replies:
1. Thanks for your query. We are looking into it.
2. Forward the mail to the back office (non-Genesys) to make a detailed inquiry.

Do you know how cloning/duplicating an incoming email can be done?

Using the '+' icon in the interaction window creates a new, blank interaction. All the contents of the original email are lost.

Thank you!

Syxtus
#DigitalChannels

------------------------------
Syxtus Gaal
Vodafone GmbH
------------------------------

Hi Syxtus,
We are targeting the first half of 2023 for releasing this feature. You can vote on it here: https://genesyscloud.ideas.aha.io/ideas/DIG-I-181

Thanks!
Jody

------------------------------
Jody Nabuurs
Genesys - Employees
------------------------------

Original Message:
Sent: 10-31-2022 06:28
From: Syxtus Gaal
Subject: Duplicate an incoming email and send 2 responses?

Hi Jodie,

Thank you for the quick reply. Indeed, I was aware of the AutoResponse feature.

Here, the use case is slightly different: the response 'we are working on it' should be sent manually ba an agent only if the query needs clarification, or is complex. So what is required is exactly the feature you have mentioned: for the agent to be able to reopen a completed email and send a follow up.

Do you have any timelines on when this feature will be available? Is it possible to vote for it?

Thank you,

Syxtus

------------------------------
Syxtus Gaal

Original Message:
Sent: 10-30-2022 10:24
From: Jody Nabuurs
Subject: Duplicate an incoming email and send 2 responses?

Hi Syxtus,

You can send all incoming mail to a flow rather than directly to a queue (you do this when configuring your Email Addresses), and you can add an AutoResponse action in your flow, which automatically sends that initial "we're working on it" email to your customer. Then you can add the Transfer to ACD action to transfer the email to an agent, who can then forward it to the appropriate department.

We're currently in the planning stages of adding support for Replying to Completed Email, which will allow the agent to send multiple replies and forwards to the recipient.

Thanks!
Jody

------------------------------
Jody Nabuurs
Genesys - Employees

Original Message:
Sent: 10-28-2022 10:11
From: Syxtus Gaal
Subject: Duplicate an incoming email and send 2 responses?

Hi everyone!

I have been asked about a scenario, where an agent receives a complex query from a customer.

The agent would need to send 2 replies:
1. Thanks for your query. We are looking into it.
2. Forward the mail to the back office (non-Genesys) to make a detailed inquiry.

Do you know how cloning/duplicating an incoming email can be done?

Using the '+' icon in the interaction window creates a new, blank interaction. All the contents of the original email are lost.

Thank you!

Syxtus
#DigitalChannels

------------------------------
Syxtus Gaal
Vodafone GmbH
------------------------------

Thank you, Jody!

------------------------------
Syxtus Gaal
------------------------------

Original Message:
Sent: 10-31-2022 08:24
From: Jody Nabuurs
Subject: Duplicate an incoming email and send 2 responses?

Hi Syxtus,
We are targeting the first half of 2023 for releasing this feature. You can vote on it here: https://genesyscloud.ideas.aha.io/ideas/DIG-I-181

Thanks!
Jody

------------------------------
Jody Nabuurs
Genesys - Employees

Original Message:
Sent: 10-31-2022 06:28
From: Syxtus Gaal
Subject: Duplicate an incoming email and send 2 responses?

Hi Jodie,

Thank you for the quick reply. Indeed, I was aware of the AutoResponse feature.

Here, the use case is slightly different: the response 'we are working on it' should be sent manually ba an agent only if the query needs clarification, or is complex. So what is required is exactly the feature you have mentioned: for the agent to be able to reopen a completed email and send a follow up.

Do you have any timelines on when this feature will be available? Is it possible to vote for it?

Thank you,

Syxtus

------------------------------
Syxtus Gaal

Original Message:
Sent: 10-30-2022 10:24
From: Jody Nabuurs
Subject: Duplicate an incoming email and send 2 responses?

Hi Syxtus,

You can send all incoming mail to a flow rather than directly to a queue (you do this when configuring your Email Addresses), and you can add an AutoResponse action in your flow, which automatically sends that initial "we're working on it" email to your customer. Then you can add the Transfer to ACD action to transfer the email to an agent, who can then forward it to the appropriate department.

We're currently in the planning stages of adding support for Replying to Completed Email, which will allow the agent to send multiple replies and forwards to the recipient.

Thanks!
Jody

------------------------------
Jody Nabuurs
Genesys - Employees

Original Message:
Sent: 10-28-2022 10:11
From: Syxtus Gaal
Subject: Duplicate an incoming email and send 2 responses?

Hi everyone!

I have been asked about a scenario, where an agent receives a complex query from a customer.

The agent would need to send 2 replies:
1. Thanks for your query. We are looking into it.
2. Forward the mail to the back office (non-Genesys) to make a detailed inquiry.

Do you know how cloning/duplicating an incoming email can be done?

Using the '+' icon in the interaction window creates a new, blank interaction. All the contents of the original email are lost.

Thank you!

Syxtus
#DigitalChannels

------------------------------
Syxtus Gaal
Vodafone GmbH
------------------------------

In the meantime, is there a workaround for this feature, or a pattern how this funcitonality can be implemented through other means, like dedicated routing flows?

Best,


------------------------------
Syxtus
------------------------------

Original Message:
Sent: 10-31-2022 08:24
From: Jody Nabuurs
Subject: Duplicate an incoming email and send 2 responses?

Hi Syxtus,
We are targeting the first half of 2023 for releasing this feature. You can vote on it here: https://genesyscloud.ideas.aha.io/ideas/DIG-I-181

Thanks!
Jody

------------------------------
Jody Nabuurs
Genesys - Employees

Original Message:
Sent: 10-31-2022 06:28
From: Syxtus Gaal
Subject: Duplicate an incoming email and send 2 responses?

Hi Jodie,

Thank you for the quick reply. Indeed, I was aware of the AutoResponse feature.

Here, the use case is slightly different: the response 'we are working on it' should be sent manually ba an agent only if the query needs clarification, or is complex. So what is required is exactly the feature you have mentioned: for the agent to be able to reopen a completed email and send a follow up.

Do you have any timelines on when this feature will be available? Is it possible to vote for it?

Thank you,

Syxtus

------------------------------
Syxtus Gaal

Original Message:
Sent: 10-30-2022 10:24
From: Jody Nabuurs
Subject: Duplicate an incoming email and send 2 responses?

Hi Syxtus,

You can send all incoming mail to a flow rather than directly to a queue (you do this when configuring your Email Addresses), and you can add an AutoResponse action in your flow, which automatically sends that initial "we're working on it" email to your customer. Then you can add the Transfer to ACD action to transfer the email to an agent, who can then forward it to the appropriate department.

We're currently in the planning stages of adding support for Replying to Completed Email, which will allow the agent to send multiple replies and forwards to the recipient.

Thanks!
Jody

------------------------------
Jody Nabuurs
Genesys - Employees

Original Message:
Sent: 10-28-2022 10:11
From: Syxtus Gaal
Subject: Duplicate an incoming email and send 2 responses?

Hi everyone!

I have been asked about a scenario, where an agent receives a complex query from a customer.

The agent would need to send 2 replies:
1. Thanks for your query. We are looking into it.
2. Forward the mail to the back office (non-Genesys) to make a detailed inquiry.

Do you know how cloning/duplicating an incoming email can be done?

Using the '+' icon in the interaction window creates a new, blank interaction. All the contents of the original email are lost.

Thank you!

Syxtus
#DigitalChannels

------------------------------
Syxtus Gaal
Vodafone GmbH
------------------------------

There is a Genesys Premium App called Eccentex ServiceJourney that can do this. Here is a datasheet:

https://www.eccentex.com/wp-content/uploads/2022/05/Eccentex-ServiceJourney-Advanced-Email.pdf

------------------------------
Maksim Gill
Eccentex, Inc.
------------------------------

Original Message:
Sent: 10-31-2022 09:02
From: Syxtus Gaal
Subject: Duplicate an incoming email and send 2 responses?

In the meantime, is there a workaround for this feature, or a pattern how this funcitonality can be implemented through other means, like dedicated routing flows?

Best,


------------------------------
Syxtus

Original Message:
Sent: 10-31-2022 08:24
From: Jody Nabuurs
Subject: Duplicate an incoming email and send 2 responses?

Hi Syxtus,
We are targeting the first half of 2023 for releasing this feature. You can vote on it here: https://genesyscloud.ideas.aha.io/ideas/DIG-I-181

Thanks!
Jody

------------------------------
Jody Nabuurs
Genesys - Employees

Original Message:
Sent: 10-31-2022 06:28
From: Syxtus Gaal
Subject: Duplicate an incoming email and send 2 responses?

Hi Jodie,

Thank you for the quick reply. Indeed, I was aware of the AutoResponse feature.

Here, the use case is slightly different: the response 'we are working on it' should be sent manually ba an agent only if the query needs clarification, or is complex. So what is required is exactly the feature you have mentioned: for the agent to be able to reopen a completed email and send a follow up.

Do you have any timelines on when this feature will be available? Is it possible to vote for it?

Thank you,

Syxtus

------------------------------
Syxtus Gaal

Original Message:
Sent: 10-30-2022 10:24
From: Jody Nabuurs
Subject: Duplicate an incoming email and send 2 responses?

Hi Syxtus,

You can send all incoming mail to a flow rather than directly to a queue (you do this when configuring your Email Addresses), and you can add an AutoResponse action in your flow, which automatically sends that initial "we're working on it" email to your customer. Then you can add the Transfer to ACD action to transfer the email to an agent, who can then forward it to the appropriate department.

We're currently in the planning stages of adding support for Replying to Completed Email, which will allow the agent to send multiple replies and forwards to the recipient.

Thanks!
Jody

------------------------------
Jody Nabuurs
Genesys - Employees

Original Message:
Sent: 10-28-2022 10:11
From: Syxtus Gaal
Subject: Duplicate an incoming email and send 2 responses?

Hi everyone!

I have been asked about a scenario, where an agent receives a complex query from a customer.

The agent would need to send 2 replies:
1. Thanks for your query. We are looking into it.
2. Forward the mail to the back office (non-Genesys) to make a detailed inquiry.

Do you know how cloning/duplicating an incoming email can be done?

Using the '+' icon in the interaction window creates a new, blank interaction. All the contents of the original email are lost.

Thank you!

Syxtus
#DigitalChannels

------------------------------
Syxtus Gaal
Vodafone GmbH
------------------------------