Genesys Cloud - Main

Hello,

I can't figure out why the CUSTOMER_NAME substitution is returning "Surname, Firstname" for some of my customer orgs.
I do have one org where it returns "Firstname Surname" but I can't see where the difference is. 

The only difference I've seen is the email language setting, but changing it to match the org which is behaving correctly (en-gb) doesn't appear to fix my issue.

Any ideas?
#QualityManagement
#Routing(ACD/IVR)

------------------------------
Will Bellerby
Pyrios NZ Ltd
------------------------------

The name used is received from the email provider so the name would depend on how the end customer has their name setup in Gmail or Outlook or other email client.

------------------------------
Lucie DeCristofaro
Genesys - Employees
------------------------------

Hi Lucie,

I am an admin across multiple customer orgs and use the same email address from Outlook online and get different results. 

I've overcome it by manually updating the participant data in the flows, it still bugs me why it's happening though :)

Cheers

------------------------------
Will Bellerby
Pyrios NZ Ltd
------------------------------

Original Message:
Sent: 04-13-2020 08:30
From: Lucie DeCristofaro
Subject: Email Substitution CUSTOMER_NAME is Backwards

The name used is received from the email provider so the name would depend on how the end customer has their name setup in Gmail or Outlook or other email client.

------------------------------
Lucie DeCristofaro
Genesys - Employees
------------------------------

Hm that shouldn't happen. If you look at the Genesys Cloud API, the name is under the "name" field in /v2/conversations/emails/{conversation id}/messages and we get that name from the email provider (Outlook, Gmail). We don't manipulate it in any way so if you send an email from the same address/client into Genesys Cloud, I would expect that the name is the same each and every time provided the end customer isn't changing anything.

In the future, we could enhance it to pull the first name and last name as specified in external contacts if there's desire for it.

If it's still happening would you mind opening a support ticket to look into it? What you're describing doesn't sound right.

------------------------------
Lucie DeCristofaro
Genesys - Employees
------------------------------

Original Message:
Sent: 04-13-2020 17:37
From: Will Bellerby
Subject: Email Substitution CUSTOMER_NAME is Backwards

Hi Lucie,

I am an admin across multiple customer orgs and use the same email address from Outlook online and get different results.

I've overcome it by manually updating the participant data in the flows, it still bugs me why it's happening though :)

Cheers

------------------------------
Will Bellerby
Pyrios NZ Ltd
------------------------------


Original Message:
Sent: 04-13-2020 08:30
From: Lucie DeCristofaro
Subject: Email Substitution CUSTOMER_NAME is Backwards

The name used is received from the email provider so the name would depend on how the end customer has their name setup in Gmail or Outlook or other email client.

------------------------------
Lucie DeCristofaro
Genesys - Employees

Hi Will,

When you receive a message from an external contact it will show <Surname>, <Name>.
if you delete the contact or cancel the verification it will show  <Name> <Surname>.

You have to cancel the verification before add the canned response, then you can verify again before send the message.



------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 04-13-2020 18:02
From: Lucie DeCristofaro
Subject: Email Substitution CUSTOMER_NAME is Backwards

Hm that shouldn't happen. If you look at the Genesys Cloud API, the name is under the "name" field in /v2/conversations/emails/{conversation id}/messages and we get that name from the email provider (Outlook, Gmail). We don't manipulate it in any way so if you send an email from the same address/client into Genesys Cloud, I would expect that the name is the same each and every time provided the end customer isn't changing anything.

In the future, we could enhance it to pull the first name and last name as specified in external contacts if there's desire for it.

If it's still happening would you mind opening a support ticket to look into it? What you're describing doesn't sound right.

------------------------------
Lucie DeCristofaro
Genesys - Employees
------------------------------


Original Message:
Sent: 04-13-2020 17:37
From: Will Bellerby
Subject: Email Substitution CUSTOMER_NAME is Backwards

Hi Lucie,

I am an admin across multiple customer orgs and use the same email address from Outlook online and get different results.

I've overcome it by manually updating the participant data in the flows, it still bugs me why it's happening though :)

Cheers

------------------------------
Will Bellerby
Pyrios NZ Ltd


Original Message:
Sent: 04-13-2020 08:30
From: Lucie DeCristofaro
Subject: Email Substitution CUSTOMER_NAME is Backwards

The name used is received from the email provider so the name would depend on how the end customer has their name setup in Gmail or Outlook or other email client.

------------------------------
Lucie DeCristofaro
Genesys - Employees

You're right, I tested it too and we do use the external contact info and when we do the name is backwards. Let me look into that, seems like a bug. Feel free to submit it to support.

------------------------------
Lucie DeCristofaro
Genesys - Employees
------------------------------

Original Message:
Sent: 04-14-2020 02:53
From: Paulo Mesquita
Subject: Email Substitution CUSTOMER_NAME is Backwards

Hi Will,

When you receive a message from an external contact it will show <Surname>, <Name>.
if you delete the contact or cancel the verification it will show  <Name> <Surname>.

You have to cancel the verification before add the canned response, then you can verify again before send the message.



------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------


Original Message:
Sent: 04-13-2020 18:02
From: Lucie DeCristofaro
Subject: Email Substitution CUSTOMER_NAME is Backwards

Hm that shouldn't happen. If you look at the Genesys Cloud API, the name is under the "name" field in /v2/conversations/emails/{conversation id}/messages and we get that name from the email provider (Outlook, Gmail). We don't manipulate it in any way so if you send an email from the same address/client into Genesys Cloud, I would expect that the name is the same each and every time provided the end customer isn't changing anything.

In the future, we could enhance it to pull the first name and last name as specified in external contacts if there's desire for it.

If it's still happening would you mind opening a support ticket to look into it? What you're describing doesn't sound right.

------------------------------
Lucie DeCristofaro
Genesys - Employees


Original Message:
Sent: 04-13-2020 17:37
From: Will Bellerby
Subject: Email Substitution CUSTOMER_NAME is Backwards

Hi Lucie,

I am an admin across multiple customer orgs and use the same email address from Outlook online and get different results.

I've overcome it by manually updating the participant data in the flows, it still bugs me why it's happening though :)

Cheers

------------------------------
Will Bellerby
Pyrios NZ Ltd


Original Message:
Sent: 04-13-2020 08:30
From: Lucie DeCristofaro
Subject: Email Substitution CUSTOMER_NAME is Backwards

The name used is received from the email provider so the name would depend on how the end customer has their name setup in Gmail or Outlook or other email client.

------------------------------
Lucie DeCristofaro
Genesys - Employees

I'm guessing it is not considered a bug by Development because that is how they are displayed in the Client UI when you access the External Contacts directory.

Ideally, probably, maybe, we would have a Display Name field for the external contacts which defaults to [First] [Last] (but is configurable) and is used for interaction alerting and canned responses.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 04-14-2020 12:12
From: Lucie DeCristofaro
Subject: Email Substitution CUSTOMER_NAME is Backwards

You're right, I tested it too and we do use the external contact info and when we do the name is backwards. Let me look into that, seems like a bug. Feel free to submit it to support.

------------------------------
Lucie DeCristofaro
Genesys - Employees
------------------------------


Original Message:
Sent: 04-14-2020 02:53
From: Paulo Mesquita
Subject: Email Substitution CUSTOMER_NAME is Backwards

Hi Will,

When you receive a message from an external contact it will show <Surname>, <Name>.
if you delete the contact or cancel the verification it will show  <Name> <Surname>.

You have to cancel the verification before add the canned response, then you can verify again before send the message.



------------------------------
Paulo Mesquita
Spark NZ Trading


Original Message:
Sent: 04-13-2020 18:02
From: Lucie DeCristofaro
Subject: Email Substitution CUSTOMER_NAME is Backwards

Hm that shouldn't happen. If you look at the Genesys Cloud API, the name is under the "name" field in /v2/conversations/emails/{conversation id}/messages and we get that name from the email provider (Outlook, Gmail). We don't manipulate it in any way so if you send an email from the same address/client into Genesys Cloud, I would expect that the name is the same each and every time provided the end customer isn't changing anything.

In the future, we could enhance it to pull the first name and last name as specified in external contacts if there's desire for it.

If it's still happening would you mind opening a support ticket to look into it? What you're describing doesn't sound right.

------------------------------
Lucie DeCristofaro
Genesys - Employees


Original Message:
Sent: 04-13-2020 17:37
From: Will Bellerby
Subject: Email Substitution CUSTOMER_NAME is Backwards

Hi Lucie,

I am an admin across multiple customer orgs and use the same email address from Outlook online and get different results.

I've overcome it by manually updating the participant data in the flows, it still bugs me why it's happening though :)

Cheers

------------------------------
Will Bellerby
Pyrios NZ Ltd


Original Message:
Sent: 04-13-2020 08:30
From: Lucie DeCristofaro
Subject: Email Substitution CUSTOMER_NAME is Backwards

The name used is received from the email provider so the name would depend on how the end customer has their name setup in Gmail or Outlook or other email client.

------------------------------
Lucie DeCristofaro
Genesys - Employees

Will, are all of those sites using just Genesys Cloud as the email server? Or, are some using the site's mail server forwarding to Genesys Cloud, some using just Genesys Cloud, etc.?

I am wondering if the behavior is different depending on which mail server first receives the inbound email and whether the sender is in External Contacts or not.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 04-13-2020 17:37
From: Will Bellerby
Subject: Email Substitution CUSTOMER_NAME is Backwards

Hi Lucie,

I am an admin across multiple customer orgs and use the same email address from Outlook online and get different results.

I've overcome it by manually updating the participant data in the flows, it still bugs me why it's happening though :)

Cheers

------------------------------
Will Bellerby
Pyrios NZ Ltd
------------------------------


Original Message:
Sent: 04-13-2020 08:30
From: Lucie DeCristofaro
Subject: Email Substitution CUSTOMER_NAME is Backwards

The name used is received from the email provider so the name would depend on how the end customer has their name setup in Gmail or Outlook or other email client.

------------------------------
Lucie DeCristofaro
Genesys - Employees

Slow reply here sorry,

George - it doesn't seem to make a difference whether it's a customer domain or Cloud. 
Paulo - I agree, I think you're right.

My solution is to set CUSTOMER_NAME participant data with Email.Message.from.name in the email flow. Seems to work nicely.

Will​

------------------------------
Will Bellerby
Pyrios NZ Ltd
------------------------------

Original Message:
Sent: 04-14-2020 11:29
From: George Ganahl
Subject: Email Substitution CUSTOMER_NAME is Backwards

Will, are all of those sites using just Genesys Cloud as the email server? Or, are some using the site's mail server forwarding to Genesys Cloud, some using just Genesys Cloud, etc.?

I am wondering if the behavior is different depending on which mail server first receives the inbound email and whether the sender is in External Contacts or not.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------


Original Message:
Sent: 04-13-2020 17:37
From: Will Bellerby
Subject: Email Substitution CUSTOMER_NAME is Backwards

Hi Lucie,

I am an admin across multiple customer orgs and use the same email address from Outlook online and get different results.

I've overcome it by manually updating the participant data in the flows, it still bugs me why it's happening though :)

Cheers

------------------------------
Will Bellerby
Pyrios NZ Ltd


Original Message:
Sent: 04-13-2020 08:30
From: Lucie DeCristofaro
Subject: Email Substitution CUSTOMER_NAME is Backwards

The name used is received from the email provider so the name would depend on how the end customer has their name setup in Gmail or Outlook or other email client.

------------------------------
Lucie DeCristofaro
Genesys - Employees

Yeah, it sounds more like it's dependent on whether the email exists as an External Contact (which results in Last, First) or not.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 04-23-2020 16:25
From: Will Bellerby
Subject: Email Substitution CUSTOMER_NAME is Backwards

Slow reply here sorry,

George - it doesn't seem to make a difference whether it's a customer domain or Cloud.
Paulo - I agree, I think you're right.

My solution is to set CUSTOMER_NAME participant data with Email.Message.from.name in the email flow. Seems to work nicely.

Will​

------------------------------
Will Bellerby
Pyrios NZ Ltd
------------------------------


Original Message:
Sent: 04-14-2020 11:29
From: George Ganahl
Subject: Email Substitution CUSTOMER_NAME is Backwards

Will, are all of those sites using just Genesys Cloud as the email server? Or, are some using the site's mail server forwarding to Genesys Cloud, some using just Genesys Cloud, etc.?

I am wondering if the behavior is different depending on which mail server first receives the inbound email and whether the sender is in External Contacts or not.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys


Original Message:
Sent: 04-13-2020 17:37
From: Will Bellerby
Subject: Email Substitution CUSTOMER_NAME is Backwards

Hi Lucie,

I am an admin across multiple customer orgs and use the same email address from Outlook online and get different results.

I've overcome it by manually updating the participant data in the flows, it still bugs me why it's happening though :)

Cheers

------------------------------
Will Bellerby
Pyrios NZ Ltd


Original Message:
Sent: 04-13-2020 08:30
From: Lucie DeCristofaro
Subject: Email Substitution CUSTOMER_NAME is Backwards

The name used is received from the email provider so the name would depend on how the end customer has their name setup in Gmail or Outlook or other email client.

------------------------------
Lucie DeCristofaro
Genesys - Employees