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  • 1.  How to remove/change the BCC value just for the Send Reply option in the architect

    Posted 11-25-2024 05:21
    No replies, thread closed.

    Via the inbound Email flow it is possible to send an auto reply.
    But this reply is also send to the bcc address configured in the email section

    admin settings email container


    When you use the auto reply action in the architect you can define the BCC value.
    When you search for the help https://help.mypurecloud.com/articles/send-auto-reply-action/ , you can see/read that you should be able to override the BCC
    value

    Help page



    So first I made a check if the Reply contains "Sander Test"
    If no the normal reply is send.
    If yes I've tried to override the BCC value just for the Reply but that doesn't work. It is adding the new BCC email address instead of replacing the BCC value.

    Architect Send Reply action



    The reply should only be send to "thomas@..." (BCC) value and not to "test.bcc.genesyscloud@...."
    Now it is send to both 

    Anyone an idea how to achieve this?


    #DigitalChannels

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    Sander Den Oude
    Technical Architect
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  • 2.  RE: How to remove/change the BCC value just for the Send Reply option in the architect

    Posted 11-26-2024 08:10
    No replies, thread closed.

    Hi Sander,

    Hopefully somebody in the community has come across this and worked out how to resolve this.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: How to remove/change the BCC value just for the Send Reply option in the architect
    Best Answer

    Posted 11-26-2024 20:09
    No replies, thread closed.

    Unfortunately, looking at the Send Reply tool, it looks like you can add to the BCC, but not change it. Notice the wording of the tool tip as opposed the one above that says it will override the address. 

    The only think I could think of is to use a Data Action to recreate the Email instead of using the tool.  This might still retain the BCC, but should allow you to define all the attributes.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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