Genesys Cloud - Main

For context: In our (regulated) business it is vital we triage all incoming emails and route cases that meet a priority threshold appropriately. Priority cases must be dealt with within a mandated timeframe, while non-priority cases can be queued, sometimes for weeks.

With email threading, we face a risk that occurs when a follow-on email introduces new information that elevates the priority of a case. If the original email is waiting unassigned in a non-priority queue, this new information is not immediately seen by anyone, and a priority case may be missed. Most follow-on email won't change the priority, but our business cannot tolerate even a single instance of a missed priority case.

Our ideal solution would be that any new email related to an existing conversation that is sitting unassigned in a non-priority queue would be somehow flagged to our triage agents, while still threading to the existing conversation and without the interaction losing its place in the non-priority queue (unless the triage agent decides to reroute the interaction to a priority queue based on the new info).

So far the options we have identified are imperfect.
1. We could reduce the threading timeline to zero. Related emails would create a new interaction which would be sent to the triage queue, but the conversation is now split with no way (as far as we know) to locate & manually merge with the prior interaction if priority has not changed.

2. We could (in theory) trigger a workflow when threading occurs, test if the interaction is unassigned in a non-priority queue and move it back to the triage queue if it is not. However, the interaction would have lost its position in the non-priority queue if it is subsequently returned there.

I would love to hear of any other ideas or features that could help us get closer to our requirement.

#DigitalChannels

------------------------------
Matt Tebbs
------------------------------

Hi Matt,

One thought that comes to mind is whether a Process Automation Trigger could be used simply to notify your triage team when new customer activity is detected on an unassigned email conversation, rather than moving the interaction back to the triage queue.

If that's possible, it would avoid the queue position issue you identified in Option 2 because the interaction wouldn't be transferred automatically. Instead, a triage agent could review the new content and decide whether it genuinely needs to be rerouted.

I haven't tested whether the available conversation events expose newly threaded emails in exactly this way, but it may be worth exploring if your goal is to preserve both threading and queue position.

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------

Hi @Matt Tebbs,

Reading your business requirements, I think it could be quite tricky to archive in Genesys Cloud. I do not said it is not possible, if it doable could be quite resourceful.

Maybe the community could share more insight about digital interactions works in Genesys Cloud, so far, to my understanding with digital interactions are already assign to an agent as long the thread timeline is active, any new reply from customer will not enter to the queue, it will directed to the assigned agent, only new interactions will go to the queue or through a email flow. So, if in the middle of a conversation the email context change to be considered to "level up the priority", I think it will not be a way to do something about it, at least with architect. Maybe a way, using real-time transcription? An external process receive the transcription of the last reply, and after analysis send a notification to the agent to go to the interaction.

If the interaction is considered by the engine routing a new reply (outside the thread timeline), the interaction should go to an email-queue, so you can use an email in-queue flow to check the last content and look if it need to "adjust" the priority, try to be assign to the same agent or another and send some notification.

On the other hand, with trigger you have some options:

Where you could use topics to findout when a email could be considered to change priority and take some actions.

Hope this give you some ideas.

Regards,

SG

------------------------------
Saugort Dario Garcia
Arquitecto de soluciones
e-Contact
https://www.e-contact.cl/
------------------------------