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  • 1.  Email

    Posted 03-05-2020 03:54
    No replies, thread closed.
    Dear Team,

    We would like to know that if my agent send a reply to a mail with wrong or false information , and  he or supervisor realized the mistake .
    in this case how can i reply on sent mail ? or recall this mail ?
    #DigitalChannels

    ------------------------------
    Noufal Ibrahim

    ------------------------------


  • 2.  RE: Email

    Posted 03-05-2020 09:31
    No replies, thread closed.
    You cannot do so directly through Genesys Cloud, as part of that same conversation. 

    The best way, probably, would be to have the supervisor go into the Performance>Interactions view, find the conversation, and then manually send an email On Behalf of Queue. The supervisor would need to copy/paste the customer's email address from the Interaction view, copy/paste the subject, copy/paste the body of the last email in the conversation. Then write the corrections or whatever in the new email and send it.

    https://help.mypurecloud.com/articles/send-outbound-email-behalf-queue/

    You could also create a custom application that allows someone to send a Reply to an email conversation via the API:
    https://developer.mypurecloud.com/api/rest/v2/conversations/#post-api-v2-conversations-emails--conversationId--messages

    Or, for someone who has the permissions and ability, they could use the API Explorer to send an email reply to a conversation using that same API function.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: Email

    Posted 03-05-2020 14:24
    No replies, thread closed.
    If you are using your domain you can find the original message on your server and reply to the customer again using your e-mail client (Outlook?).

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------

    Original Message


  • 4.  RE: Email

    Posted 03-11-2020 12:27
    No replies, thread closed.
    You should also vote on this feature request in th eIdeas Lab:

    https://purecloud.ideas.aha.io/ideas/CLDIG-I-518

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 5.  RE: Email

    Posted 04-24-2022 20:41
    No replies, thread closed.
    You can look at a more advanced email app for Genesys Cloud:
    https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f


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



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