Hello everyone,
We're using an embeddable framework to assist our agents with email responses. The workflow is as follows:
- When an agent receives an inbound email, the framework proposes an email reply, and the agent can click a button to insert this draft into Genesys using the following API:
/api/v2/conversations/emails/{conversationId}/messages/draft
To streamline things, we've set up standard email signatures in Genesys at the email address level. Our goal is to have the correct signature automatically inserted into every response, based on the reply address. We manage three main email addresses, each requiring its own unique signature-so configuring this centrally in Genesys makes management much easier for our agents.
However, we've run into a problem:
- Scenario 1: If the agent uses the framework to push the draft directly into Genesys, the signature is missing.
- Scenario 2: If the agent first clicks "Reply" in Genesys, the correct signature appears. But in this case, it's no longer possible to push the draft response from the embeddable framework into the reply.
Ideally, we want to avoid making the framework responsible for signature selection, since agents may switch between queues and reply addresses. Maintaining signatures within Genesys is much more flexible and scalable.
Has anyone faced this issue or found a solution to ensure the signature is always included when drafts are pushed via the API? Any best practices or workarounds would be greatly appreciated!
Thanks in advance for your help.
Vanessa
#EmbeddableFramework#Integrations#PlatformAPI------------------------------
Vanessa Ting
Zurich Insurance Switzerland
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