Nils_Schmidt | 2021-04-21 07:06:25 UTC | #1
Hello,
i have a problem, hope somebody can help me. We creating email conversation with Data Action and send them to a e-mail flow. The thing is that the action send auto reply does not send an email to the adress we defined in the data action. Does somebody have an idea why this dont work? Thank you very much!
Kind Regards, Nils
Jerome.Saint-Marc | 2021-04-21 08:32:38 UTC | #2
Hello,
I think your problem comes from the fact that you are not really creating a Genesys Cloud email conversation, through your Data Action, but a 3rd party email.
At this time, the Genesys Cloud Data Action requires and relies on a client credentials grant token (i.e. without manual/user login). With Client Credentials, you can only call the API to create a 3rd party email [direction: INBOUND, provider: Custom 3rd Party Email, queueId: ID of the queue where the interaction will be queued]. With client credentials grant, you can't create a Genesys Cloud Email (Inbound or Outbound). That is why the Auto-Reply block in your Architect flow is ignored.
If you need to generate e-mails from a server-side application to Genesys Cloud, or to other destinations, you will have to leverage a 3rd party SMTP server (SMTP/Mail service).
You can find some more explanations on this other post.
Regards,
system | 2021-05-22 08:32:39 UTC | #3
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