Genesys Cloud - Main

I just tested out an email scenario.  From Outlook, I sent in a single email addressed to email1@xxx.mypurecloud.com and email2@xxx.mypurecloud.com, with email1 going to Queue 1 and email2 going to Queue 2.  My thought was the system would see two email interactions coming in, one to each Queue.  What I find is only one email comes in, always to the first email address in the To: list.  I also had two agents open and made sure they could take multiple emails, still only one email.  Is this design intent, or is there a way I can correct this behaviour?
#Ask Me Anything (AMA)
#DigitalChannels
#Unsure/Other

------------------------------
Martin Bunting
i3Vision Technologies Inc.
------------------------------

Hi Martin,

I'm not sure how you are routing the emails, but I've run into this in the past.

If you have your emails going to an Email Flow in Architect, Genesys Cloud will create a collection of email addresses in the variable Email.message.to. 

So you may need to do a loop to go through all the email addresses eg Loops: Count(Email.message.to) index: State.i  and then look in Email.message.to[State.i] to see if they've emailed a legit purecloud email or not. They could be emailing someone else in the To field. Depending on which Genesys Cloud email address matches you could send the message to a different queue, and then loop to handle the next address. 

The same holds true for SMS messages, you will get a collection of ANI's that you should loop through.

Thanks Paul.  For my test it was in our Dev Org., I was routing "Always route to this queue".  I can create an email flow to test this out further.  Thanks.

------------------------------
Martin Bunting
i3Vision Technologies Inc.
------------------------------

Original Message:
Sent: 05-14-2021 12:23
From: Paul Dittrich
Subject: Email to multiple Genesys Cloud Email addresses

Hi Martin,

I'm not sure how you are routing the emails, but I've run into this in the past.

If you have your emails going to an Email Flow in Architect, Genesys Cloud will create a collection of email addresses in the variable Email.message.to.

So you may need to do a loop to go through all the email addresses eg Loops: Count(Email.message.to) index: State.i  and then look in Email.message.to[State.i] to see if they've emailed a legit purecloud email or not. They could be emailing someone else in the To field. Depending on which Genesys Cloud email address matches you could send the message to a different queue, and then loop to handle the next address.

The same holds true for SMS messages, you will get a collection of ANI's that you should loop through.

Good luck. 

I had to go through this exercise because we had one email flow to handle a bunch of different emails/domains. I didn't want to assume the customer would always provide the "correct" email in the first slot Email.message.to[0] if they were emailing multiple people
Original Message:
Sent: 05-14-2021 12:35
From: Martin Bunting
Subject: Email to multiple Genesys Cloud Email addresses

Thanks Paul.  For my test it was in our Dev Org., I was routing "Always route to this queue".  I can create an email flow to test this out further.  Thanks.

------------------------------
Martin Bunting
i3Vision Technologies Inc.
------------------------------


Original Message:
Sent: 05-14-2021 12:23
From: Paul Dittrich
Subject: Email to multiple Genesys Cloud Email addresses

Hi Martin,

I'm not sure how you are routing the emails, but I've run into this in the past.

If you have your emails going to an Email Flow in Architect, Genesys Cloud will create a collection of email addresses in the variable Email.message.to.

So you may need to do a loop to go through all the email addresses eg Loops: Count(Email.message.to) index: State.i  and then look in Email.message.to[State.i] to see if they've emailed a legit purecloud email or not. They could be emailing someone else in the To field. Depending on which Genesys Cloud email address matches you could send the message to a different queue, and then loop to handle the next address.

The same holds true for SMS messages, you will get a collection of ANI's that you should loop through.

https://genesyscloud.ideas.aha.io/ideas/CLINB-I-848<o:p></o:p>

I found an Idea in the Portal re this issue.  Also, Genesys came back and said this is expected behaviour.   

------------------------------
Martin Bunting
i3Vision Technologies Inc.
------------------------------

Original Message:
Sent: 05-14-2021 12:42
From: Paul Dittrich
Subject: Email to multiple Genesys Cloud Email addresses

Good luck.

I had to go through this exercise because we had one email flow to handle a bunch of different emails/domains. I didn't want to assume the customer would always provide the "correct" email in the first slot Email.message.to[0] if they were emailing multiple people

Original Message:
Sent: 05-14-2021 12:35
From: Martin Bunting
Subject: Email to multiple Genesys Cloud Email addresses

Thanks Paul.  For my test it was in our Dev Org., I was routing "Always route to this queue".  I can create an email flow to test this out further.  Thanks.

------------------------------
Martin Bunting
i3Vision Technologies Inc.


Original Message:
Sent: 05-14-2021 12:23
From: Paul Dittrich
Subject: Email to multiple Genesys Cloud Email addresses

Hi Martin,

I'm not sure how you are routing the emails, but I've run into this in the past.

If you have your emails going to an Email Flow in Architect, Genesys Cloud will create a collection of email addresses in the variable Email.message.to.

So you may need to do a loop to go through all the email addresses eg Loops: Count(Email.message.to) index: State.i  and then look in Email.message.to[State.i] to see if they've emailed a legit purecloud email or not. They could be emailing someone else in the To field. Depending on which Genesys Cloud email address matches you could send the message to a different queue, and then loop to handle the next address.

The same holds true for SMS messages, you will get a collection of ANI's that you should loop through.

@Martin

How do you have your Genesys cloud emails configured?  Meaning are both email1 and email2 pointing at the same flow or Queue?

​

------------------------------
Anthony Gilio
Avtex Solutions, LLC
------------------------------

Original Message:
Sent: 05-14-2021 12:23
From: Paul Dittrich
Subject: Email to multiple Genesys Cloud Email addresses

Hi Martin,

I'm not sure how you are routing the emails, but I've run into this in the past.

If you have your emails going to an Email Flow in Architect, Genesys Cloud will create a collection of email addresses in the variable Email.message.to.

So you may need to do a loop to go through all the email addresses eg Loops: Count(Email.message.to) index: State.i  and then look in Email.message.to[State.i] to see if they've emailed a legit purecloud email or not. They could be emailing someone else in the To field. Depending on which Genesys Cloud email address matches you could send the message to a different queue, and then loop to handle the next address.

The same holds true for SMS messages, you will get a collection of ANI's that you should loop through.

I have each email directed to its own Queue.  Email 1 > Queue 1, Email 2 > Queue 2.  I am going to try to a flow and see if there is a workaround.

------------------------------
Martin Bunting
i3Vision Technologies Inc.
------------------------------

Original Message:
Sent: 05-14-2021 13:27
From: Anthony Gilio
Subject: Email to multiple Genesys Cloud Email addresses

@Martin

How do you have your Genesys cloud emails configured?  Meaning are both email1 and email2 pointing at the same flow or Queue?

​

------------------------------
Anthony Gilio
Avtex Solutions, LLC
------------------------------


Original Message:
Sent: 05-14-2021 12:23
From: Paul Dittrich
Subject: Email to multiple Genesys Cloud Email addresses

Hi Martin,

I'm not sure how you are routing the emails, but I've run into this in the past.

If you have your emails going to an Email Flow in Architect, Genesys Cloud will create a collection of email addresses in the variable Email.message.to.

So you may need to do a loop to go through all the email addresses eg Loops: Count(Email.message.to) index: State.i  and then look in Email.message.to[State.i] to see if they've emailed a legit purecloud email or not. They could be emailing someone else in the To field. Depending on which Genesys Cloud email address matches you could send the message to a different queue, and then loop to handle the next address.

The same holds true for SMS messages, you will get a collection of ANI's that you should loop through.

Hi Martin,
Expanding on Paul's suggestion, I had a customer who had multiple emails configured in Genesys Cloud and would expect to receive some emails with more than one address in the To field matching a Genesys Cloud destination email.
From my experience Genesys Cloud sees that email as 1 object / message (matching subject and external party email) even if it would have multiple matches (both email1 & email2 in your example), as such it would be treated as a unique object through the email flow.

I have used email flows and when multiple destination email map to an existing email address in Genesys Cloud, then the flow decides which destination queue will get the email.
i.e.Configuring Genesys Cloud with email1 & email2 pointing to one Inbound email flow, if email message contains both destination email1  & destination email2, the flow decides that it would still be delivered to queue2
Incidentally you could also build similar logic to 'browse' for destination email is in the CC field (collection).
Also whilst Architect allows you to compare strings for the values of the Email.message.to[0], SMTP is case insensitive.

------------------------------
Jean-Christophe Poyelle
Foehn Ltd.
------------------------------

Original Message:
Sent: 05-14-2021 16:25
From: Martin Bunting
Subject: Email to multiple Genesys Cloud Email addresses

I have each email directed to its own Queue.  Email 1 > Queue 1, Email 2 > Queue 2.  I am going to try to a flow and see if there is a workaround.

------------------------------
Martin Bunting
i3Vision Technologies Inc.
------------------------------


Original Message:
Sent: 05-14-2021 13:27
From: Anthony Gilio
Subject: Email to multiple Genesys Cloud Email addresses

@Martin

How do you have your Genesys cloud emails configured?  Meaning are both email1 and email2 pointing at the same flow or Queue?

​

------------------------------
Anthony Gilio
Avtex Solutions, LLC


Original Message:
Sent: 05-14-2021 12:23
From: Paul Dittrich
Subject: Email to multiple Genesys Cloud Email addresses

Hi Martin,

I'm not sure how you are routing the emails, but I've run into this in the past.

If you have your emails going to an Email Flow in Architect, Genesys Cloud will create a collection of email addresses in the variable Email.message.to.

So you may need to do a loop to go through all the email addresses eg Loops: Count(Email.message.to) index: State.i  and then look in Email.message.to[State.i] to see if they've emailed a legit purecloud email or not. They could be emailing someone else in the To field. Depending on which Genesys Cloud email address matches you could send the message to a different queue, and then loop to handle the next address.

The same holds true for SMS messages, you will get a collection of ANI's that you should loop through.

Hi Paul,

I am fairly new to architect and very new to loops.  I tried to run with your idea above about looping thru the to field, to find multiple pure cloud email address's with the action of if it does equal a specific email address transfer to a queue, then the thought was to loop again and if it finds another one, transfer to another queue.

Problems: Transfer to ACD terminates in end of flow.  So my thinking is it then would stop looping.  Since it is still just one interaction, this makes sense, it would not have another interaction to send the other queue? 

Thoughts?

Thanks in advance.

------------------------------
John Treglia
Behr Process Corporation
------------------------------

Original Message:
Sent: 05-14-2021 12:23
From: Paul Dittrich
Subject: Email to multiple Genesys Cloud Email addresses

Hi Martin,

I'm not sure how you are routing the emails, but I've run into this in the past.

If you have your emails going to an Email Flow in Architect, Genesys Cloud will create a collection of email addresses in the variable Email.message.to.

So you may need to do a loop to go through all the email addresses eg Loops: Count(Email.message.to) index: State.i  and then look in Email.message.to[State.i] to see if they've emailed a legit purecloud email or not. They could be emailing someone else in the To field. Depending on which Genesys Cloud email address matches you could send the message to a different queue, and then loop to handle the next address.

The same holds true for SMS messages, you will get a collection of ANI's that you should loop through.