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  • 1.  Is it possible to get a trigger fired for an outbound email on behalf of a queue in Genesys Cloud, by using a Process Automation Trigger that listens for events related to outbound email communications

    Posted yesterday

    To clarify my goal: I need to reliably trigger a workflow specifically when an agent makes an outbound email manually on behalf of a queue. This specific interaction type does not seem to be captured by the current event configuration.

    I tired the below topic names as user.start & user.end which is triggers and there is schema value generated in the workflow as shown below.

    Please suggest on the issue.

    A screenshot of a computer AI-generated content may be incorrect.

    Thanks & Regards,

    Logan


    #Triggers

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    Logan Supparayan
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  • 2.  RE: Is it possible to get a trigger fired for an outbound email on behalf of a queue in Genesys Cloud, by using a Process Automation Trigger that listens for events related to outbound email communications

    Posted 10 hours ago

    Hello Logan,

    Both user.start and user.end triggers work for me when testing.

    The outbound trigger is probably for Email Campaigns.

    Have you set the variables to "Input to flow" in the Data section in Architect?



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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    Original Message


  • 3.  RE: Is it possible to get a trigger fired for an outbound email on behalf of a queue in Genesys Cloud, by using a Process Automation Trigger that listens for events related to outbound email communications

    Posted 10 hours ago

     

    Hi Jan,

     

    Thanks for the reply!

     

    Please find the input variable set already in architect flow? Is there anything to be checked out on this?

     

     

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    Thanks & Regards

    Logan

     




    Original Message


  • 4.  RE: Is it possible to get a trigger fired for an outbound email on behalf of a queue in Genesys Cloud, by using a Process Automation Trigger that listens for events related to outbound email communications

    Posted 10 hours ago

    Hi Logan,

    As @Jan Heinonen said, "v2.detail.events.conversation.{id}.user.start" should do the trick. On the trigger, I suggest you to use "Data Format" as Json, in this way you have access to whole event in Architect script. Then, On the trigger setting you could filter based on queueid and mediatype.

     

    Regards,

    SG



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    Saugort Dario Garcia
    Arquitecto de soluciones
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    Original Message


  • 5.  RE: Is it possible to get a trigger fired for an outbound email on behalf of a queue in Genesys Cloud, by using a Process Automation Trigger that listens for events related to outbound email communications

    Posted 9 hours ago

     

    Yes, I did that already and captured the same below. Is there anything else need to follow to achieve this?

     

     

     

     

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    Thanks & Regards

    Logan

     




    Original Message


  • 6.  RE: Is it possible to get a trigger fired for an outbound email on behalf of a queue in Genesys Cloud, by using a Process Automation Trigger that listens for events related to outbound email communications

    Posted 9 hours ago
    Edited by Tristen Schwarzenberger 9 hours ago

    Hey Logan,

    I deleted my message, but think it may be beneficial to try upon re-reading everything.

    Since you're passing data format Json, in your flow create an input to flow variable named jsonData of type JSON.

    Then you can pull data from the scheme via: Flow.jsonData.conversationId  or Flow.jsonData.addressTo
    That's a couple of examples, but you should be able to pull anything from the schema that way.

    Hope that helps.



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    Tristen Schwarzenberger
    IT Engineer
    GCP
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    Original Message


  • 7.  RE: Is it possible to get a trigger fired for an outbound email on behalf of a queue in Genesys Cloud, by using a Process Automation Trigger that listens for events related to outbound email communications

    Posted 9 hours ago

    If you want each variable separately then Data Format should be TopLevelPrimitives.

    Otherwise it will send the whole JSON object to the flow.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


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