Genesys Cloud - Main

Hi all,

I'm working on an email implementation for a work group in our business.  One requirement they have is the ability to attach a copy of an email to the case management system.  Currently they work out of outlook and they drag and drop the email into an uploader.  As this comes from outlook, it uploads as a .msg which can then later be accessed by anyone who works on the clients file.  

Is there a way for Genesys to produce an email interaction with a copy of the email as a .msg file that they can upload to their CRM? 

Open to suggestions/recommendations on how this could be achieved.

Thanks,

Rob

Hi Robert,

Users can download the email, but its in .eml format - Download digital interaction recordings.  Maybe someone else can confirm if there is a way to get a copy of the interaction in .msg format

Hi all,

I'm working on an email implementation for a work group in our business.  One requirement they have is the ability to attach a copy of an email to the case management system.  Currently they work out of outlook and they drag and drop the email into an uploader.  As this comes from outlook, it uploads as a .msg which can then later be accessed by anyone who works on the clients file.  

Is there a way for Genesys to produce an email interaction with a copy of the email as a .msg file that they can upload to their CRM? 

Open to suggestions/recommendations on how this could be achieved.

Thanks,

Rob

Thanks Sam,

I've done some testing and .eml format should work fine actually. 

If I wanted to give an Agent access to downloading the email inside of an interaction via a Pop-up script, what would be best way to go about that? I assume setting up a data action?

Hi Robert,

Users can download the email, but its in .eml format - Download digital interaction recordings.  Maybe someone else can confirm if there is a way to get a copy of the interaction in .msg format

Hi all,

I'm working on an email implementation for a work group in our business.  One requirement they have is the ability to attach a copy of an email to the case management system.  Currently they work out of outlook and they drag and drop the email into an uploader.  As this comes from outlook, it uploads as a .msg which can then later be accessed by anyone who works on the clients file.  

Is there a way for Genesys to produce an email interaction with a copy of the email as a .msg file that they can upload to their CRM? 

Open to suggestions/recommendations on how this could be achieved.

Thanks,

Rob