Genesys Cloud - Main

I have an auto reply set for all incoming emails. There are a few senders (by email address) that I need to stop the auto reply for.

Example 1- a difficult customer who doesn't want receive a response every time he sends us a new email.

Example 2 - Automated customer systems that send us a Purchase order from a no-reply email address. Our auto response is sent, then we receive a "can't be delivered" email back from the customer system. This one is particularly problematic as the original email and the 2 auto responses are grouped together when delivered to an agent to handle. It's very easy for the agent to see this as spam and disconnect instead of actioning. Additionally, if we need to forward the Purchase order from the original email to another department (who are not on PureCloud), we can only forward the last of the 3 emails (being the error message).

I'm looking for something that basically says reply to all emails except ones from a list of addresses. There is of course the "send auto reply", is there a "do not send auto reply".

Thanks in advance for any assistance and have a great weekend
Kristian
#ArchitectureandDesign

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Kristian Andrejewskis
A Noble & Son
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Use the Decision action to decide if you want to send the auto reply or not.

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Melissa Bailey
Genesys - Employees
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Thanks for your response Melissa, I can't see that will work. I might need to provide further explanation:

I have 6 different email addresses that customers use to contact us. Depending on what email address they send to, they receive a different auto response. I'm using a switch and cases to decide which auto response they receive. EG email to address 1, they receive auto response 1, if they send to email address 2, they receive auto response 2. etc etc I need to keep this format, but need the ability to say- all customers who send to address 1 receive auto response 1, except for customers A, B and C, they get no auto response. Some of these customers will only ever send to one email address, some will send to multiple ones depending on what department they are trying to contact. Some are system generated emails, that I need to block the auto response from us to their system.

So I need to flexibility of being able to auto respond to all except for an exception list that I control. There is the command to send auto reply, what are my options for "do not send auto reply".

Kind Regards
Kristian

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Kristian Andrejewskis
A Noble & Son
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Original Message:
Sent: 08-30-2019 09:48
From: Melissa Bailey
Subject: Exceptions to Auto Reply

Use the Decision action to decide if you want to send the auto reply or not.

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Melissa Bailey
Genesys - Employees
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