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  • 1.  Email interaction transcript

    Posted 11-22-2024 01:58
    No replies, thread closed.

    Dear Community and Genesys experts,

    Please if somebody could explain, what is the reason for why it is not possible to have incoming email interaction's transcript available for download as eml before the interaction gets disconnected? I hope there is no need to explain how critical it is to have this ability for businesses working with digital interactions like email, and there are million of business cases requiring this. But that put aside, just logically thinking, what is the reason, the business decision behind this that made Genesys not allow to download the transcript of interaction that is saved and available there?

    brgds,
    Dmitri


    #DigitalChannels

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    Dmitri Savchenko
    Engineer
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  • 2.  RE: Email interaction transcript

    Posted 11-22-2024 04:57
    No replies, thread closed.

    Hello Dimitri,

    If I had to guess I think the transcript isn't created until the interaction is disconnected and a policy decides if it should be saved or not.
    This might change when the feature to read queued e-mails that is in development is released.

    The message is available via APIs.
    You can get the messageId from the conversationId and then get the content of that message.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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  • 3.  RE: Email interaction transcript

    Posted 11-22-2024 07:34
    No replies, thread closed.

    Hello Jan, 

    Indeed, thrilled to see what is going to change with the 'feature to read queued e-mails' )  

    But regarding the transcript of email interaction is still quite strange logic:  the transcript (I mean the eml) is in there - in the genesys 'black box',
    there is nothing they need to do to 'create it', as it gets created by the fact that it is received by email server.
    The policy based retention - is a good point, but policy decides weather to keep it or drop it at the time of the decision making, until then the transcript is still there. It is there but you cannot have it..

    brgds,
    Dmitri



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    Dmitri Savchenko
    Engineer
    ------------------------------

    Original Message


  • 4.  RE: Email interaction transcript

    Posted 11-29-2024 02:56
    No replies, thread closed.

    Interesting if there is anything @Genesys Cloud would like to comment on this?



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    Dmitri Savchenko
    Engineer
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  • 5.  RE: Email interaction transcript
    Best Answer

    Posted 12-02-2024 13:48
    No replies, thread closed.

    Hello Dmitri,

    While I can't comment on why the feature is set up that way, I did see that last month someone pitched a similar Idea in the Product Ideas Lab. I would recommend Voting for that Idea as well as leaving a comment on how and why the feature would be useful to your organization.



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    Jason Kleitz
    Online Community Manager/Moderator
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