Genesys DX (formerly Bold360)

Hello everyone, 

I wanted to see if anyone knows a way to route emails by thread count. Example if an email conversation has more than 10 threads between the agent and customer is there a way to ACD it to a specific folder?

Thanks!

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Heather laird
Dyson Technology Limited
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Hi Heather,

Interesting scenario.

I ran it by the team and, unfortunately, something like this isn't possible right now. Not sure if someone on the community has a workaround for something similar, but as noted this wouldn't be possible.

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Anthony Romero
Genesys - Employees
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Thanks for confirming Anthony, we didn't think it was. But wanted to check just in case!

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Heather laird
Dyson Technology Limited
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Original Message:
Sent: 07-06-2022 13:30
From: Anthony Romero
Subject: Email routing by thread count

Hi Heather,

Interesting scenario.

I ran it by the team and, unfortunately, something like this isn't possible right now. Not sure if someone on the community has a workaround for something similar, but as noted this wouldn't be possible.

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Anthony Romero
Genesys - Employees
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