Hello Y'all

Hope you are all doing well.

Apologies if I kept on asking questions, we are new to the system. Could please help me why some emails are not routing to agents? based on my own finding, it says on the interaction details that the email addresses we're not valid. Therefore, it automatically disconnects (in reference to the inbound call flow). I couldn't figure out why it got invalid because in some cases, other email addresses w/ the same domain still routes to the agents.

Here's the interaction details snap:

I am happy to give other reference.

Thank you so much in advance.

Hi Justine,

Then you have a verification in Flow. Did you view your rule flow if you have a logic error?

Att,

Hello Y'all

Hope you are all doing well.

Apologies if I kept on asking questions, we are new to the system. Could please help me why some emails are not routing to agents? based on my own finding, it says on the interaction details that the email addresses we're not valid. Therefore, it automatically disconnects (in reference to the inbound call flow). I couldn't figure out why it got invalid because in some cases, other email addresses w/ the same domain still routes to the agents.

Here's the interaction details snap:

I am happy to give other reference.

Thank you so much in advance.

Apologies. Are you referring to the email flow? if yes, I think there's no logic error on it, but it seems that I need to add or modify a rule so that it pushes through agents right? should I modify the #46 decision? because I think that's where the problem is coming from which the domain address on the rule says "@cushwake.com" but the recipients/participant data on the emails has this domain address of "@sc.com" (you may check the snap on the first trail)

#46 Decision (check domain)

Hi Justine,

Then you have a verification in Flow. Did you view your rule flow if you have a logic error?

Att,

Hello Y'all

Hope you are all doing well.

Apologies if I kept on asking questions, we are new to the system. Could please help me why some emails are not routing to agents? based on my own finding, it says on the interaction details that the email addresses we're not valid. Therefore, it automatically disconnects (in reference to the inbound call flow). I couldn't figure out why it got invalid because in some cases, other email addresses w/ the same domain still routes to the agents.

Here's the interaction details snap:

I am happy to give other reference.

Thank you so much in advance.

Yeah, it seems like have a conflict about the email received. It can cause the problem.

Att,

Apologies. Are you referring to the email flow? if yes, I think there's no logic error on it, but it seems that I need to add or modify a rule so that it pushes through agents right? should I modify the #46 decision? because I think that's where the problem is coming from which the domain address on the rule says "@cushwake.com" but the recipients/participant data on the emails has this domain address of "@sc.com" (you may check the snap on the first trail)

#46 Decision (check domain)

Hi Justine,

Then you have a verification in Flow. Did you view your rule flow if you have a logic error?

Att,

Hello Y'all

Hope you are all doing well.

Apologies if I kept on asking questions, we are new to the system. Could please help me why some emails are not routing to agents? based on my own finding, it says on the interaction details that the email addresses we're not valid. Therefore, it automatically disconnects (in reference to the inbound call flow). I couldn't figure out why it got invalid because in some cases, other email addresses w/ the same domain still routes to the agents.

Here's the interaction details snap:

I am happy to give other reference.

Thank you so much in advance.

Hi Breno,

Thanks for your confirmation, just wanted to let you know that I have already fixed the flow in regard to the emails that are not routing properly.

Thank you and have a great day.

Cheers!

Yeah, it seems like have a conflict about the email received. It can cause the problem.

Att,

Apologies. Are you referring to the email flow? if yes, I think there's no logic error on it, but it seems that I need to add or modify a rule so that it pushes through agents right? should I modify the #46 decision? because I think that's where the problem is coming from which the domain address on the rule says "@cushwake.com" but the recipients/participant data on the emails has this domain address of "@sc.com" (you may check the snap on the first trail)

#46 Decision (check domain)

Hi Justine,

Then you have a verification in Flow. Did you view your rule flow if you have a logic error?

Att,

Hello Y'all

Hope you are all doing well.

Apologies if I kept on asking questions, we are new to the system. Could please help me why some emails are not routing to agents? based on my own finding, it says on the interaction details that the email addresses we're not valid. Therefore, it automatically disconnects (in reference to the inbound call flow). I couldn't figure out why it got invalid because in some cases, other email addresses w/ the same domain still routes to the agents.

Here's the interaction details snap:

I am happy to give other reference.

Thank you so much in advance.

Hi Justine,

I have the same issue with our agents too in New Zealand and it doesn't happen at all the time.

can you please advise what exact change have you made on condition #46 (Check Domain).

Thanks in advance

Hi Breno,

Thanks for your confirmation, just wanted to let you know that I have already fixed the flow in regard to the emails that are not routing properly.

Thank you and have a great day.

Cheers!

Yeah, it seems like have a conflict about the email received. It can cause the problem.

Att,

Apologies. Are you referring to the email flow? if yes, I think there's no logic error on it, but it seems that I need to add or modify a rule so that it pushes through agents right? should I modify the #46 decision? because I think that's where the problem is coming from which the domain address on the rule says "@cushwake.com" but the recipients/participant data on the emails has this domain address of "@sc.com" (you may check the snap on the first trail)

#46 Decision (check domain)

Hi Justine,

Then you have a verification in Flow. Did you view your rule flow if you have a logic error?

Att,

Hello Y'all

Hope you are all doing well.

Apologies if I kept on asking questions, we are new to the system. Could please help me why some emails are not routing to agents? based on my own finding, it says on the interaction details that the email addresses we're not valid. Therefore, it automatically disconnects (in reference to the inbound call flow). I couldn't figure out why it got invalid because in some cases, other email addresses w/ the same domain still routes to the agents.

Here's the interaction details snap:

I am happy to give other reference.

Thank you so much in advance.