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Email Replies are from the wrong address.

  • 1.  Email Replies are from the wrong address.

    Posted 10-02-2022 18:23
    I have 3 company email addresses.
    One@mycompany.com
    Two@mycompany.com
    Three@mycompany.com
    I have 3 emails in purecloud to correspond/forward to them as required.
    One@mycompany.pure.cloud
    Two@mycompany.pure.cloud
    Three@mycompany.pure.cloud
    Each Pure.cloud is set to email as if it came from the original address, and have an autoresponder that says [...please wait] before they dump into a queue named "Insurance Email"

    I email one@mycompany.com
    I get a autoreply from one@mycompany.com
    I get an agent response from Three@mycompany.pure.cloud

    This is wrong, it is properly defined under the email address under ALL applicable fields under the email address to have the to and from fields as one@mycompany.com. I do not define ANYTHING related to an email address in the logic.

    I repeat the test using Two@mycompany.com
    Auto-reply is correct.
    Agent (Different one) is incorrect, coming in from Three@mycompany.pure.cloud

    I Repeat the test using Three@mycompany.com.
    Auto-reply is correct.
    Agent Reply is correct.

    I delete three@mycompany.pure.cloud and I make four@mycompany.com and four@mycompany.pure.cloud, along with logic to correspond to the above. I make it entirely from scratch​.

    I Send a email from my Gmail to one@mycompany.com
    Auto-reply is from one@mycompany.com
    Agent reply is now two@mycompany.pure.cloud

    This is incorrect, as it should have been one@mycompany.com. I could have even understood Three@mycompany.pure.cloud as that was what it was before.

    I don't know how to proceed. We have no email in-queue flows that are currently in use. No email addresses are defined in the logic. Email addresses themselves are properly configured best I can tell and judging by the auto-response.


    Help please!
    #ArchitectureandDesign
    #DigitalChannels
    #Routing(ACD/IVR)
    #SystemAdministration
    #Unsure/Other

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    Nathan McKay
    Insite Support Services, Inc.
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  • 2.  RE: Email Replies are from the wrong address.

    Posted 10-03-2022 09:37
    Hi Nathan,

    We had a very similar issue but it doesn't sound identical.  Ran for about a year in the following configuration:

    Emails come into our O365 tenant and we forward to Genesys @mycompany.pure.cloud named mailboxes.  clientx@mycompany.pure.cloud
    12 email boxes built in this configuration.  When a reply occurs, we​ use SMTP to send the email back thru our O365 environment and set the replyto address in Genesys
    Mailboxes were never in a 'Flow'.....and just dumped into a voice/email queue
    All was well....

    Then we tried to do some interesting things with email which required them to go thru a flow so that we could check if an email inbound was a 'reply' and weight it among other things.  As soon as we did this, all email responses were from a single address.  Spent weeks working on it with our vendor and Genesys' response was "you probably need a dedicated email queue".

    So we created an email-only queue.  BAM.  That solved it.  No technical explanation was given.....

    ------------------------------
    Steve Parsons
    BCD TRAVEL S.A.
    ------------------------------



  • 3.  RE: Email Replies are from the wrong address.

    Posted 10-04-2022 03:50
    we run about 600 email address coming into 4 queues and through a flow without issues, I think the issue is you need to look fort the to and cc address in the flow and do some mapping, we use data tables for this

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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 4.  RE: Email Replies are from the wrong address.

    Posted 10-03-2022 13:37
    Interesting issue. In the agent's reply, is the "from" and "reply-to" fields the same in all situations?

    Also, there are a couple of good email plugins for Cloud:
    • https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f
    • https://appfoundry.genesys.com/filter/genesyscloud/listing/8e458a3b-bac0-4280-8964-661a3b00b118


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    Maksim Gill
    Eccentex, Inc.
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  • 5.  RE: Email Replies are from the wrong address.

    Posted 10-05-2022 00:00
    When you say you made a email only queue, do you mean you only routed emails to it? I can't see any way to define a queue as email only.

    And yes, the from and reply to fields show as the same from the eyes of the recipient.

    Im afraid at the moment unless if email addons are cheap, its probably not something I can get the company to swing for at the moment.

    ------------------------------
    Nathan McKay
    Insite Support Services, Inc.
    ------------------------------



  • 6.  RE: Email Replies are from the wrong address.

    Posted 10-05-2022 08:27

    Yes.  We separated our voice interactions from email interactions due to the same exact reason you state below.  This only became an issue for us when we tried to route emails thru a flow and into a voice/email queue.  When dropping emails only into a queue, we had no issues whatsoever.

     

     

     

    Steve Parsons                                               

     






  • 7.  RE: Email Replies are from the wrong address.

    Posted 10-07-2022 08:10
    Edited by Dewald Smit 10-07-2022 08:15

    Hi all,

    When you are sending multiple email addresses to one queue. When the Agent replies to the email from the queue it will use the queue's outbound email address to send the email.

    It will then use this email address reply-to settings configured.

    ------------------------------
    Dewald Smit
    Altron Systems Integration a Division of Altron TMT (Pty) Ltd
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  • 8.  RE: Email Replies are from the wrong address.

    Posted 10-07-2022 08:20
    Have you filled it all in in the mail settings


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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 9.  RE: Email Replies are from the wrong address.

    Posted 10-10-2022 10:33
    Affirmative, all of the fields on this page are filled out.

    ------------------------------
    Nathan McKay
    Insite Support Services, Inc.
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  • 10.  RE: Email Replies are from the wrong address.

    Posted 10-10-2022 10:38
    Might be a silly question, but in the email config are they separate address, also are you sending the SMTP (outbound) back through your Office365 or ?? or back through AWS

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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 11.  RE: Email Replies are from the wrong address.

    Posted 10-10-2022 10:51

    Email flows into O365/Exchange Online, it then forwards to an Exchange contact that has a xyz.@***.mypurecloud.com address.  When agent responds, it comes from xyz@realaddress.com and flows thru SMTP Integration in Genesys back to O365/Exchange online and out to customer.

     

    So in Email Config, we have two domains:

     

    Realdomain.com                              Custom Type

    Fakedomain.mypurecloud.com Genesy Cloud Type

     

     

     

    Steve Parsons                                               

     






  • 12.  RE: Email Replies are from the wrong address.

    Posted 10-10-2022 11:01
    Thats the same as I have with my setup.  When the reply goes out are you doing it as a new interaction or just clicking on reply?

    It feels like its getting the queue email address which makes me think its a new interaction...most confusing how its getting that

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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 13.  RE: Email Replies are from the wrong address.

    Posted 10-10-2022 11:03
    what happens if you send an email to the 3 X AWS address and do a reply?
    This is always my starting point, is it OK inside Genesys, if not go back to the shared mailed box mail-flow in 365

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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 14.  RE: Email Replies are from the wrong address.

    Posted 10-07-2022 08:21

    Not in the case of any of the 3 separate GC tenants we run.  Our queue email addresses are configured blank.  No address.  The email reply to is coded in email configuration on a per mailbox setting.  And this worked great until we had to change 'Email Routing' and instead of routing "Always route to this queue", we chose "Always route to this flow" in order to inspect email responses for a Reply and weight those higher for in-queue placement.

     

    Once we made that change, all responses came from a single address as per my comment below.  On advice from Genesys, we had to create a new queue for email and once that was done, everything now works normally.

     

     

     

    Steve Parsons






  • 15.  RE: Email Replies are from the wrong address.

    Posted 10-07-2022 08:30
    I have just tested my setup and it did as I expected, when I replied it sent the email using the from email in the AWS (Genesys) setup part of email

    I have 600 emails across 4 queues, these all go to a single flow where I pick everything up, like your self for filtering etc

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    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------