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?

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.

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?