Genesys Cloud - Main

Hi all,

Trying to get answers here about an email issue we have whereby some emails are being automatically disconnected in Genesys Cloud before they even make it to an inbound flow. The duration of these email conversations is less than 1 second. We have turned off the option that disconnects interaction considered spam and instead route it to the email flow but the issue still remains. Anyone else encountered a similar behaviour before that they can advise us on what might be happening?

Thanks,

Amit

#DigitalChannels

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Amit Deepchand
i3Vision Technologies Inc.
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If you are routing your emails via a flow, you may need to check your error event handling settings, by default it is set to disconnect interactions.

And if for any reason the email that was sent to that flow runs into an error, the system will disconnect it immediately. 

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Mpho Mashau
CONNECT SA OPCO (PTY) LTD
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Thanks for the suggestion. We'll give that a try and see if it solves the issue!

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Amit Deepchand
i3Vision Technologies Inc.
------------------------------

Original Message:
Sent: 10-24-2023 02:55
From: Mpho Mashau
Subject: Email disconnecting before being processed by email flow

If you are routing your emails via a flow, you may need to check your error event handling settings, by default it is set to disconnect interactions.

And if for any reason the email that was sent to that flow runs into an error, the system will disconnect it immediately. 

------------------------------
Mpho Mashau
CONNECT SA OPCO (PTY) LTD
------------------------------

Hello Amit!! did you find the error? Did you try checking the event handling?

thanks, regards

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Toni Soler
Evolutio Cloud Enabler, S.A.
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Original Message:
Sent: 10-24-2023 08:21
From: Amit Deepchand
Subject: Email disconnecting before being processed by email flow

Thanks for the suggestion. We'll give that a try and see if it solves the issue!

------------------------------
Amit Deepchand
i3Vision Technologies Inc.
------------------------------


Original Message:
Sent: 10-24-2023 02:55
From: Mpho Mashau
Subject: Email disconnecting before being processed by email flow

If you are routing your emails via a flow, you may need to check your error event handling settings, by default it is set to disconnect interactions.

And if for any reason the email that was sent to that flow runs into an error, the system will disconnect it immediately. 

------------------------------
Mpho Mashau
CONNECT SA OPCO (PTY) LTD

Hi Tony, normally here is a solution - change the option Inbound auto-generated email handling for Process as normal.

Att,

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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
------------------------------

Original Message:
Sent: 05-10-2024 08:07
From: Toni Soler
Subject: Email disconnecting before being processed by email flow

Hello Amit!! did you find the error? Did you try checking the event handling?

thanks, regards

------------------------------
Toni Soler
Evolutio Cloud Enabler, S.A.
------------------------------


Original Message:
Sent: 10-24-2023 08:21
From: Amit Deepchand
Subject: Email disconnecting before being processed by email flow

Thanks for the suggestion. We'll give that a try and see if it solves the issue!

------------------------------
Amit Deepchand
i3Vision Technologies Inc.


Original Message:
Sent: 10-24-2023 02:55
From: Mpho Mashau
Subject: Email disconnecting before being processed by email flow

If you are routing your emails via a flow, you may need to check your error event handling settings, by default it is set to disconnect interactions.

And if for any reason the email that was sent to that flow runs into an error, the system will disconnect it immediately. 

------------------------------
Mpho Mashau
CONNECT SA OPCO (PTY) LTD