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  • 1.  Email Routing based on key words in an attachment

    Posted 11-21-2023 13:32


    In my search I was not able to find anything on this topic.  Can someone assist or provide the link(s) to any of the articles.  We are adding skill based routing to our emails for the back office associates.  Our customer base sends in attachments with applications, or forms, and at times there is nothing in the body of the email.  The subject line may or may not contain key words.  

    I have read that there is a way to add routing for attachments 

    We want this to go one level deeper.  Can we code it to see the attachment, see a key word in the attachment then route it to a specific group.  

    thank you



    Cressida Gioiella
    Massachusetts Mutual Life Insurance Company

  • 2.  RE: Email Routing based on key words in an attachment

    Posted 11-27-2023 10:54
    Edited by Jim Crespino 11-27-2023 10:54


    I'm afraid that Genesys Cloud probably doesn't have the native capability to scan attachments for content.  However, you can most likely get some inspiration from this Blueprint and modify it to also scan attachments:  The Blueprint shows how to scan an email subject and body, using AWS Comprehend to identify intent, and then return that info to the Architect flow for routing.  You most likely can extend that and send the attachments to AWS as well.

    Note, I just noticed you are using Genesys Multicloud CX.  That system is a bit different than Genesys Cloud, but you should be able to apply the same concepts within Designer.

    I hope it helps.

    Jim Crespino
    Senior Director, Developer Evangelism

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