Genesys Cloud - Main

Hi there,

We have one Email Flow that we are using with multiple different email addresses. We have a data table lookup using email address as the index, so if someone is emailing csr@acme.com it looks into the data table and finds relevant info/routing info about the CSR department. It's used to auto reply to a customer and also transfer the email to the CSR queue.

This works great, however I have concerns about determining what email address a customer has sent an email to.

The Email.Message.to is a collection of any and all emails. I'm worried about the scenario where a customer for whatever reason emails bob@acme.com; csr@acme.com

In this case 

Email.Message.to[0] = bob@acme.com
Email.Message.to[1] = csr@acme.com

We could try to loop through the Email.Message.to collection and look for a match in the data table. I was just hoping there was a simpler way to find out which Genesys Cloud email address a customer was emailing.

At first I thought I could use the API and tried /api/v2/conversations/emails/{conversationId} and a data action passing in Email.ConversationID but even the API gets confused if Email.Message.to[0] is bob@acme.com.

Any ideas?
#Implementation

------------------------------
Paul Dittrich
------------------------------

Depends on the size of you table, but I would suggest you have a counter key in your Data Table and use a loop to look at each of the email addressed in the table then find that in the Email.Messag.To collection.  The other would be to try to create different flows for each email address and have the routing engine it look for the To address.  Not sure which would work better depending on the number of addresses you are looking at.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 08-18-2020 13:19
From: Paul Dittrich
Subject: Dynamic Email Flows. Best way to determine To email address?

Hi there,

We have one Email Flow that we are using with multiple different email addresses. We have a data table lookup using email address as the index, so if someone is emailing csr@acme.com it looks into the data table and finds relevant info/routing info about the CSR department. It's used to auto reply to a customer and also transfer the email to the CSR queue.

This works great, however I have concerns about determining what email address a customer has sent an email to.

The Email.Message.to is a collection of any and all emails. I'm worried about the scenario where a customer for whatever reason emails bob@acme.com; csr@acme.com

In this case

Email.Message.to[0] = bob@acme.com
Email.Message.to[1] = csr@acme.com

We could try to loop through the Email.Message.to collection and look for a match in the data table. I was just hoping there was a simpler way to find out which Genesys Cloud email address a customer was emailing.

At first I thought I could use the API and tried /api/v2/conversations/emails/{conversationId} and a data action passing in Email.ConversationID but even the API gets confused if Email.Message.to[0] is bob@acme.com.

Any ideas?
#Implementation

------------------------------
Paul Dittrich
------------------------------

Hey Paul

Did you ever find a workable solution for this as im facing the same issue?

Thanks

DR

------------------------------
David Ragon
Ethan Global Pty Ltd (t/a Ethan)
------------------------------

Original Message:
Sent: 08-18-2020 13:19
From: Paul Dittrich
Subject: Dynamic Email Flows. Best way to determine To email address?

Hi there,

We have one Email Flow that we are using with multiple different email addresses. We have a data table lookup using email address as the index, so if someone is emailing csr@acme.com it looks into the data table and finds relevant info/routing info about the CSR department. It's used to auto reply to a customer and also transfer the email to the CSR queue.

This works great, however I have concerns about determining what email address a customer has sent an email to.

The Email.Message.to is a collection of any and all emails. I'm worried about the scenario where a customer for whatever reason emails bob@acme.com; csr@acme.com

In this case

Email.Message.to[0] = bob@acme.com
Email.Message.to[1] = csr@acme.com

We could try to loop through the Email.Message.to collection and look for a match in the data table. I was just hoping there was a simpler way to find out which Genesys Cloud email address a customer was emailing.

At first I thought I could use the API and tried /api/v2/conversations/emails/{conversationId} and a data action passing in Email.ConversationID but even the API gets confused if Email.Message.to[0] is bob@acme.com.

Any ideas?
#Implementation

------------------------------
Paul Dittrich
------------------------------

Have you looked at a 3rd-party AppFoundry app for this? 

https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f

------------------------------
Maksim Gill
Eccentex (Customer Service Platform)
https://www.eccentex.com/genesys
------------------------------

Original Message:
Sent: 03-12-2023 20:51
From: David Ragon
Subject: Dynamic Email Flows. Best way to determine To email address?

Hey Paul

Did you ever find a workable solution for this as im facing the same issue?

Thanks

DR

------------------------------
David Ragon
Ethan Global Pty Ltd (t/a Ethan)

Original Message:
Sent: 08-18-2020 13:19
From: Paul Dittrich
Subject: Dynamic Email Flows. Best way to determine To email address?

Hi there,

We have one Email Flow that we are using with multiple different email addresses. We have a data table lookup using email address as the index, so if someone is emailing csr@acme.com it looks into the data table and finds relevant info/routing info about the CSR department. It's used to auto reply to a customer and also transfer the email to the CSR queue.

This works great, however I have concerns about determining what email address a customer has sent an email to.

The Email.Message.to is a collection of any and all emails. I'm worried about the scenario where a customer for whatever reason emails bob@acme.com; csr@acme.com

In this case

Email.Message.to[0] = bob@acme.com
Email.Message.to[1] = csr@acme.com

We could try to loop through the Email.Message.to collection and look for a match in the data table. I was just hoping there was a simpler way to find out which Genesys Cloud email address a customer was emailing.

At first I thought I could use the API and tried /api/v2/conversations/emails/{conversationId} and a data action passing in Email.ConversationID but even the API gets confused if Email.Message.to[0] is bob@acme.com.

Any ideas?
#Implementation

------------------------------
Paul Dittrich
------------------------------

Hi Max

The customer uses email ninja at the moment

Main issue is if any venue email is not in the first TO or CC field it picks up a catch all queue as we match the domain but the flow doesnt search through all addresses in the email fields TO & CC to find a match in the data table

Thanks

David

------------------------------
David Ragon
Ethan Global Pty Ltd (t/a Ethan)
------------------------------

Original Message:
Sent: 03-13-2023 13:13
From: Max Gill
Subject: Dynamic Email Flows. Best way to determine To email address?

Have you looked at a 3rd-party AppFoundry app for this? 

https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f

------------------------------
Maksim Gill
Eccentex (Customer Service Platform)
https://www.eccentex.com/genesys

Original Message:
Sent: 03-12-2023 20:51
From: David Ragon
Subject: Dynamic Email Flows. Best way to determine To email address?

Hey Paul

Did you ever find a workable solution for this as im facing the same issue?

Thanks

DR

------------------------------
David Ragon
Ethan Global Pty Ltd (t/a Ethan)

Original Message:
Sent: 08-18-2020 13:19
From: Paul Dittrich
Subject: Dynamic Email Flows. Best way to determine To email address?

Hi there,

We have one Email Flow that we are using with multiple different email addresses. We have a data table lookup using email address as the index, so if someone is emailing csr@acme.com it looks into the data table and finds relevant info/routing info about the CSR department. It's used to auto reply to a customer and also transfer the email to the CSR queue.

This works great, however I have concerns about determining what email address a customer has sent an email to.

The Email.Message.to is a collection of any and all emails. I'm worried about the scenario where a customer for whatever reason emails bob@acme.com; csr@acme.com

In this case

Email.Message.to[0] = bob@acme.com
Email.Message.to[1] = csr@acme.com

We could try to loop through the Email.Message.to collection and look for a match in the data table. I was just hoping there was a simpler way to find out which Genesys Cloud email address a customer was emailing.

At first I thought I could use the API and tried /api/v2/conversations/emails/{conversationId} and a data action passing in Email.ConversationID but even the API gets confused if Email.Message.to[0] is bob@acme.com.

Any ideas?
#Implementation

------------------------------
Paul Dittrich
------------------------------