Genesys Cloud CX

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  • 1.  Email Routing

    Posted 06-29-2022 17:26
    I have a requirement to send an email when no agents available in a voice queue, can we call it thru data actions from inbound flow to send an email to a group or particular person in my organization when no agent available ?


    #ArchitectureandDesign

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    Mulla

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  • 2.  RE: Email Routing

    Posted 07-09-2022 04:58
    Hi Mulla,

    This will be possible in the future when agentless email becomes available.
    https://help.mypurecloud.com/articles/agentless-email-notifications/

    What you can do at the moment is transfer the call to another flow/queue if there are no agents available.