Genesys Cloud CX

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  • 1.  Is it possible to send an email during Architect inbound call flow?

    Posted 07-03-2022 22:27
    Hi GenesysCloud community,

    I wonder it is possible to send an email during Architect inbound call flow.
    With 3rd party APIs, I guess this is possible by adding the data action to send an email in a inbound call flow.
    But is this possible by GenesysCloud platform APIs?

    Thank you,
    Tetsuro
    #DigitalChannels
    #Integrations
    #Telephony

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    Tetsuro Fujisawa
    TSUZUKI DENKI CO LTD
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  • 2.  RE: Is it possible to send an email during Architect inbound call flow?

    Posted 07-04-2022 03:38
    Not right now but a new feature is coming shortly called Agentless Email notifications. This works similarly to the current SMS and WhatsApp versions and allows you to send an email via API and therefore via a data action.

    https://help.mypurecloud.com/articles/agentless-email-notifications/

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    Richard Chandler
    Connect
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  • 3.  RE: Is it possible to send an email during Architect inbound call flow?

    Posted 07-05-2022 01:09
    I concur with Richard here.  I'm in the Beta for this agentless email notification and this is probably where you want to aim towards.  It works quite well but does require a separate email integraiton than what you may have setup for other email processing.

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    Vaun McCarthy
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  • 4.  RE: Is it possible to send an email during Architect inbound call flow?

    Posted 07-05-2022 01:19
    Richard, Vaun
    Thank you for sharing the information.

    So, unlike setting in email from Admin>Contact Center>Email, we need to add a Data Action that executes GenesysCloud Platform API to send email?
    Vaun, could you elaborate on " does require a separate email integraiton than what you may have setup for other email processing." you said?

    Thank you

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    哲朗 藤澤
    TSUZUKI DENKI CO LTD
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  • 5.  RE: Is it possible to send an email during Architect inbound call flow?

    Posted 07-05-2022 01:26
    Take a look here:

    https://help.mypurecloud.com/articles/set-up-a-domain-for-outbound-email-campaigns/

    Primarily this is because the mechanism Genesys Cloud is using for agentless email and email campaigns is not the same as the SES service that is being used for regular ACD email.  For the new features, as per the link above, Genesys Cloud is using Sparkpost.

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    Vaun McCarthy
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  • 6.  RE: Is it possible to send an email during Architect inbound call flow?

    Posted 07-05-2022 00:53
    There are AppFoundry apps that can do it:
    1. https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f (Eccentex ServiceJourney)
    2. https://appfoundry.genesys.com/filter/genesyscloud/listing/dbfb4829-05d4-408f-a449-4c5d1700414f (EnterpriseBot - but not sure how well it's integrated)


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    Maksim Gill
    Eccentex, Inc.
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