Hi Genesys Community!

I'm having trouble locating outbound email interactions from Genesys Cloud were the email was forwarded to a new email address. When I search Interactions on the TO email address (and use the address it was forwarded to) I get no results. If I search on the email address for the original email address (originating email in thread) I get the results and can see the forwarded email in the thread.

Should I be able to locate a forwarded email based on the address that the email was forwarded to?
#Outbound
#Unsure/Other

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Allyson Holloway
AFSA (Australian Financial Security Authority)
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Another on the last AMA.

Yes, you are correct.  Each conversation is threaded for the original From address and the subject.  When something is interjected into that equation, but does not change the overall outcome, then yes, you will be able to see that other email address in the threaded view, but not filter or find it.  Please add your comments about this on this idea: https://genesyscloud.ideas.aha.io/ideas/DIG-I-979

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 08-30-2022 00:31
From: Allyson Holloway
Subject: Help searching for outbound email interactions

Hi Genesys Community!

I'm having trouble locating outbound email interactions from Genesys Cloud were the email was forwarded to a new email address. When I search Interactions on the TO email address (and use the address it was forwarded to) I get no results. If I search on the email address for the original email address (originating email in thread) I get the results and can see the forwarded email in the thread.

Should I be able to locate a forwarded email based on the address that the email was forwarded to?
#Outbound
#Unsure/Other

------------------------------
Allyson Holloway
AFSA (Australian Financial Security Authority)
------------------------------

Hey Allyson,

Two Pro Services Principal Consultants, or also known as our very own "Above Average Joes," were on the Q&A Show this week and tackled some community questions ranging the gamut of topics including, but yours was one of them! Check out the minute markers below and hope you enjoy the episode:

2:38 - In- Queue Email Flow Triggers
9:20 - Searching Outbound Email Interactions
15:25 - Tagging Callback Interactions
19:39 - Busy Fax Signal
26:21 - Dialogflow Delays
29:53 - Recall Attempts
33:13 - Call Recording Policy
39:22 - Schedule Callbacks
42:40 - Custom Contactable Time Sets

We also highlight a new website revamp that, if you leave your valuable feedback, could score you a prize from our amazing Prize Wall! 


Cheers,

Matt

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Matt Lawson
Genesys - Employees
Online Community Manager
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Original Message:
Sent: 08-30-2022 00:31
From: Allyson Holloway
Subject: Help searching for outbound email interactions

Hi Genesys Community!

I'm having trouble locating outbound email interactions from Genesys Cloud were the email was forwarded to a new email address. When I search Interactions on the TO email address (and use the address it was forwarded to) I get no results. If I search on the email address for the original email address (originating email in thread) I get the results and can see the forwarded email in the thread.

Should I be able to locate a forwarded email based on the address that the email was forwarded to?
#Outbound
#Unsure/Other

------------------------------
Allyson Holloway
AFSA (Australian Financial Security Authority)
------------------------------