Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Email queues - Send auto reply based on subject header

    Posted 05-14-2024 09:11
    No replies, thread closed.

    Is is possible to set up an auto reply if an email hits a queue with a specific Subject Header.

    We get upwards of 50 of a similar email that is replied to daily by agents. Would be great to send a specific autoreply back to these emails with this specific subject so that agents don't need to manually respond. 


    #DigitalChannels

    ------------------------------
    Emily Callander
    Atom Bank plc
    ------------------------------


  • 2.  RE: Email queues - Send auto reply based on subject header

    Posted 05-14-2024 10:40
    No replies, thread closed.

    Hello Emily!

    Yes! This is possible, you can review our canned responses here: https://help.mypurecloud.com/articles/canned-responses-overview/

    Canned responses are pre-written answers to commonly asked questions that agents can use during an interaction. Agents can either read the response to a customer or insert the response into a message, chat, or email.



    ------------------------------
    Cameron Tomlin
    Genesys - Employees
    ------------------------------



  • 3.  RE: Email queues - Send auto reply based on subject header

    Posted 05-14-2024 11:04
    No replies, thread closed.

    Hi Cameron,

    Thanks for responding! We currently use canned responses but don't see any functionality that auto responds based on the subject header without having the agent needing to physically find the canned response and send it manually.

    This was more an automation where the queue identifies the email and automatically sends a response if the subject line matches a certain criteria.

    Thanks,



    ------------------------------
    Emily Callander
    Atom Bank plc
    ------------------------------

    Original Message


  • 4.  RE: Email queues - Send auto reply based on subject header
    Best Answer

    Posted 05-14-2024 11:02
    No replies, thread closed.

    Assuming you want to divert these emails and never send them to an agent, you can access the email's subject in the Inbound Email flow with the built in variable Email.Message.subject

    So you can either hard code the subject into a decision block, or create a Data Table to contain the subjects you want to divert and then do a lookup, if the subject is not found you can route the Interaction normally. If you want to get really fancy, you can put the "canned" reply for each subject into the Data Table in a second column.

    HTH



    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
    ------------------------------



Related Content