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  • 1.  Email Routing

    Posted 07-23-2024 09:38
    Edited by Marilyn Cambria 07-23-2024 14:14
    No replies, thread closed.

    Good Morning- I have a request for email routing.

    If an email is routed into Genesys is there a way to configure that email to  forward  to an email out of the system?

    I did test BCC - but all that did was CC the autoreply


    #Routing(ACD/IVR)

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    Marilyn Cambria
    Becton Dickinson and Company
    ------------------------------



  • 2.  RE: Email Routing

    Posted 07-23-2024 17:32
    No replies, thread closed.

    Hey Marilyn,

    Are you trying to have the system automatically forward the emails or are you looking for a way for agents to forward emails?



    ------------------------------
    Jason Kleitz
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Email Routing

    Posted 07-23-2024 17:57
    No replies, thread closed.

    forward via architect (not agent) 

    I did stumble across this- and based on admins response it doesnt appear it can be done-

    https://genesyscloud.ideas.aha.io/ideas/DIG-I-30" href="https://genesyscloud.ideas.aha.io/ideas/DIG-I-30" rel="noreferrer noopener" target="_blank" class="fui-Link ___1rxvrpe f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1hu3pq6 f11qmguv f19f4twv f1tyq0we f1g0x7ka fhxju0i f1qch9an f1cnd47f fqv5qza f1vmzxwi f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" title="https://genesyscloud.ideas.aha.io/ideas/dig-i-30">https://genesyscloud.ideas.aha.io/ideas/DIG-I-30



    ------------------------------
    Marilyn Cambria
    Becton Dickinson and Company
    ------------------------------

    Original Message


  • 4.  RE: Email Routing

    Posted 07-24-2024 09:30
    No replies, thread closed.

    Hello Marilyn,

    Thank you for that info. I was going to suggest that if you click the VOTE button on that idea, it should notify you via email as this idea progresses through development, but it looks like you already have added a comment.

    I'm going to keep an eye on the idea as well and hopefully our Dev team can roll it out soon! 



    ------------------------------
    Jason Kleitz
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Email Routing

    Posted 07-24-2024 09:38
    No replies, thread closed.

    Thank you



    ------------------------------
    Marilyn Cambria
    Becton Dickinson and Company
    ------------------------------

    Original Message


  • 6.  RE: Email Routing
    Best Answer

    Posted 07-24-2024 10:15
    No replies, thread closed.

    Hi Marilyn,

    While not a perfect solution, it is technically possible to "forward" an email in architect although you aren't forwarding in a traditional sense. Architect has several built-in variables we can use to read information from an inbound email. After we read our desired data, we can use a data action configured with agentless email to send or in our case forward the contents to a desired address. Architect built-in variables - Genesys Cloud Resource Center (mypurecloud.com)

    A brief overview of the proposed solution:

    1. Create a data action with inputs for all of the below variables you care about within in email. Include the TO address as well. We define the TO address in architect itself on the input for the data action.
    2. Inbound email arrives. Get subject, body, cc, from, attachments.. using Email.Message.subject, Email.Message.htmlBody, Email.Message.cc, Email.Message.from, Email.Message.attachments. (I have never tested attachments)
    3. Pipe into step 1's agentless data action.
    4. Email is sent using all data from original inbound email to desired address upon execution of said data action.

    It all depends on your use case as to whether or not this is a viable solution as there are issues with the design but it offers a way to "forward" as close as we can get with the tools provided by Genesys.

    I also attached images of our agentless email data action, while not directly related to my example, it shows a functioning agentless data action in case you need it to help get started. We use this data action to receive inbound MFA text messages and then forward the body of the message to a desired email address.



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    Caleb Smith
    Interstate Gas Supply, Inc.
    ------------------------------

    Original Message


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