Genesys Cloud - Main

 View Only


Discussion Thread View
  • 1.  How to send an email from an outbound script ?

    Posted 06-14-2024 04:49

    Hello. 

    As part of outbound campaigns, using the agent scripting, my client would like to have the possibility, from the script, to send an email directly to the client.

    I've found the idea OTB-I-104 , which title is "send an email from an agent script", and which status is "delivered", but there is no detail.

    Does someone know how to implement that ? 

    Thanks in advance

    Catherine 

    #Scripting #Outbound #Email


    #Outbound

    ------------------------------
    Catherine DUPIRE
    NXO FRANCE SASU
    ------------------------------


  • 2.  RE: How to send an email from an outbound script ?

    Posted 06-14-2024 08:56

    One option is to use a script on the page that runs a workflow to send the email out.  You could have a text input that could be attached to tie conversation and the workflow could read that and insert into the email.  With the new Send notification tool, this would only require a data action to run write the attributes and one to run the workflow.



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



  • 3.  RE: How to send an email from an outbound script ?
    Best Answer

    GENESYS
    Posted 06-14-2024 11:10

    That's fulfilled from the Open URL Scripter Action:

    To open a webpage in a secondary browser window or to send an email:

    1. Click Scripter.Open URL
    2. Type a URL. Or, to send an email, enter an address in the format mailto:username@domain.com.Scripter Open URLhttps://help.mypurecloud.com/wp-content/uploads/2015/03/ScripterOpenURL.png 389w" sizes="(max-width: 300px) 100vw, 300px">

    You'll need to set a variable to use for the email address in the script (probably a Contact List column value, which is already set) to create the mailto:[variable]

    To open a webpage in a secondary browser window or to send an email:

    1. Click Scripter.Open URL
    2. Type a URL. Or, to send an email, enter an address in the format mailto:username@domain.com.Scripter Open URLhttps://help.mypurecloud.com/wp-content/uploads/2015/03/ScripterOpenURL.png 389w" sizes="(max-width: 300px) 100vw, 300px">

    You'll need to have a variable (probably a Contact List column for the email address) that can be used to create that mailto:[variable] value



    ------------------------------
    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Senior Principal PS Consultant
    Genesys
    ------------------------------



  • 4.  RE: How to send an email from an outbound script ?

    GENESYS
    Posted 06-14-2024 11:30

    That said...it pops the agents default email provider and sends the email from that person. Not On Behalf of Queue. 

    I asked the person who closed the Idea, and he has referred me to someone else internally, so I'll do a little more checking.



    ------------------------------
    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Senior Principal PS Consultant
    Genesys
    ------------------------------



  • 5.  RE: How to send an email from an outbound script ?

    GENESYS
    Posted 29 days ago

    @Catherine DUPIRE I had some discussion with Dev, and I think the "delivered" for OTB-I-104 is tied more to the outbound agentless email functionality that is available now via the API https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-emails-agentless 

    However, in order to use that API you have to have the email settings completely configured along with an outbound email campaign per https://help.mypurecloud.com/articles/agentless-email-notifications/ 

    That feature has a cost per email.

    To use it from a script you would need to gather the body of the email in a text input field, as well as designate the other inputs required (or hard-code whatever makes sense, like the From: and Reply To: addresses) and call a Data Action from the script to call that API.



    ------------------------------
    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Senior Principal PS Consultant
    Genesys
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources