It seems like threading behaviour has changed over the last two weeks, but we've not seen anything from Genesys.

Has anyone else noticed email threading taking priority over flows?  Or are emails being threaded a lot more than before?  Has the configuration for email threading changed?

Some examples we've seen. 

1.  Email sent from a customer to one of our shared mailboxes, that's then sent internally, then fed back to another Genesys Cloud email address (with different queues), but the email is being threaded onto the previous interaction in the old queue.  If answered previously, it might not be possible to manually assign this email from the Interactions view.  

2.  Multiple emails received on the same date are being threaded correctly, but the email count is showing as 1, whereas it could be three emails. 


Could this perhaps be connected to DIG-I-1194?  If so, that change hasn't been communicated out, and we're experiencing unfamiliar behaviour.
#DigitalChannels

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Riyaz Kothia
Openreach Limited
------------------------------

No "features" have been released recently to account for this.  I know the 30-day thing had some issues and maybe a fix was released for that.  That idea is in development, but not in beta or released yet.

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Robert Wakefield-Carl
TTEC Digital, LLC fka Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 02-06-2023 11:24
From: Riyaz Kothia
Subject: Email Threading

It seems like threading behaviour has changed over the last two weeks, but we've not seen anything from Genesys.

Has anyone else noticed email threading taking priority over flows?  Or are emails being threaded a lot more than before?  Has the configuration for email threading changed?

Some examples we've seen.

1.  Email sent from a customer to one of our shared mailboxes, that's then sent internally, then fed back to another Genesys Cloud email address (with different queues), but the email is being threaded onto the previous interaction in the old queue.  If answered previously, it might not be possible to manually assign this email from the Interactions view.

2.  Multiple emails received on the same date are being threaded correctly, but the email count is showing as 1, whereas it could be three emails.


Could this perhaps be connected to DIG-I-1194?  If so, that change hasn't been communicated out, and we're experiencing unfamiliar behaviour.
#DigitalChannels

------------------------------
Riyaz Kothia
Openreach Limited
------------------------------

I'm curious on if you have multiple actions enabled? We have seen this behavior with multiple actions enabled and had to turn it off because it continues to thread back to the original interaction when we try to forward it to another queue

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Kathryn Haines
Owens Corning Sales, LLC.
------------------------------

Original Message:
Sent: 02-06-2023 11:24
From: Riyaz Kothia
Subject: Email Threading

It seems like threading behaviour has changed over the last two weeks, but we've not seen anything from Genesys.

Has anyone else noticed email threading taking priority over flows?  Or are emails being threaded a lot more than before?  Has the configuration for email threading changed?

Some examples we've seen. 

1.  Email sent from a customer to one of our shared mailboxes, that's then sent internally, then fed back to another Genesys Cloud email address (with different queues), but the email is being threaded onto the previous interaction in the old queue.  If answered previously, it might not be possible to manually assign this email from the Interactions view.  

2.  Multiple emails received on the same date are being threaded correctly, but the email count is showing as 1, whereas it could be three emails. 


Could this perhaps be connected to DIG-I-1194?  If so, that change hasn't been communicated out, and we're experiencing unfamiliar behaviour.
#DigitalChannels

------------------------------
Riyaz Kothia
Openreach Limited
------------------------------