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.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 11-26-2024 08:09
From: Samuel Jillard
Subject: How to remove/change the BCC value just for the Send Reply option in the architect
Hi Sander,
Hopefully somebody in the community has come across this and worked out how to resolve this.
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 11-25-2024 05:20
From: Sander Den Oude
Subject: How to remove/change the BCC value just for the Send Reply option in the architect
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
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
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.
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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