Genesys Cloud - Main

In the inbound message flow, when a message is received, I need to identify the customer's first name from External Contacts and send an email. I want to trigger an email from the inbound message flow based on the incoming message using only a trigger mechanism in Genesys. Could someone guide me on how to achieve this and which topic or configuration I should use?

#ArchitectandDesign

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Srikanth k s
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Hi Srikanth, 

Depending on the more detailed use case you are looking for then there a couple of ways to achieve this:

Method 1: In your inbound message flow, retrieve the customer's first name from External Contacts. Then invoke the Agentless Email API via a data action and pass the customer's first name and other details to the email body. You'll need to create a data action that calls the email notification API endpoint first. This method sends the email immediately as part of the message flow processing.

Method 2: Process Automation Trigger + Workflow. Create a Process Automation Trigger that listens for message conversation events using the topic v2.detail.events.conversation.{id}.customer.end. The trigger invokes an Architect workflow when a message is received. In the workflow, use the "Send Notification" action to send the email, which can include customer data like first name in the email body.

Note - both of these would need extensively tested in line with your threaded conversations duration to ensure it meets your desired outcome.

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Josh Coyle
Senior Professional Services Consultant
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@Josh Coyle, Thank you. Today, I followed the second approach and tested it successfully. It is working fine.

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Srikanth k s
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Original Message:
Sent: 03-23-2026 14:08
From: Josh Coyle
Subject: Identify the customer's first name from External Contacts and send an email from the inbound message flow.

Hi Srikanth, 

Depending on the more detailed use case you are looking for then there a couple of ways to achieve this:

Method 1: In your inbound message flow, retrieve the customer's first name from External Contacts. Then invoke the Agentless Email API via a data action and pass the customer's first name and other details to the email body. You'll need to create a data action that calls the email notification API endpoint first. This method sends the email immediately as part of the message flow processing.

Method 2: Process Automation Trigger + Workflow. Create a Process Automation Trigger that listens for message conversation events using the topic v2.detail.events.conversation.{id}.customer.end. The trigger invokes an Architect workflow when a message is received. In the workflow, use the "Send Notification" action to send the email, which can include customer data like first name in the email body.

Note - both of these would need extensively tested in line with your threaded conversations duration to ensure it meets your desired outcome.

------------------------------
Josh Coyle
Senior Professional Services Consultant
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