Genesys Cloud - Main

We have a particular scenario where we receive mail forwarded from a 3rd party organisation, and so all of these emails are coming from a small list of email addresses.

The process defined is that these mail items contain a contact email address or phone number and so the advisors should be contacting via this, but we are having a small number of users responding directly to the email address, which results in the responses going into an un-staffed email basket, and the potential for us to fail our promises to the contactors. 

Is there a way to block the sending of emails to certain email addresses, I can see how I can block this for emails from these email addresses, but we still need these to be able to route in, just prevent the users from responding to them.

Any help or guidance on this will be very much appreciated! 

Cheers

Dave

#Routing(ACD/IVR)

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Dave Chivers

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Hi Dave,

I think the following could work:

If there is a defined format for these emails, here is a possible solution:

1. Route the emails to an inbound email flow to extract the relevant information.
2. Create a third-party email or chat message containing the extracted information using Data Actions, for example, by sending a POST request to the following URL: POST https://api.{{environment}}/api/v2/conversations/emails.
3. Route the third-party object to a queue.
4. Disconnect the inbound emails from the queue.

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Mahmoud Hayani
GlobalConnect AB
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Thanks for this Mahmoud, I will take a look into this as an options.

Am I correct though in saying to your understanding, there isnt a way to suppress emails being sent to specific email addresses, and the only way to do this is to covert it and route it as a seperate object, so there is no ability to respond to it as an email?

I was hoping there would be a way we could do this within architect or the email settings, but if not possible I will happily trial your suggested solution.

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Dave Chivers
Ovo Energy Ltd
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Original Message:
Sent: 01-23-2024 08:46
From: Mahmoud Hayani
Subject: Prevent users responding to a defined list of email addresses

Hi Dave,

I think the following could work:

If there is a defined format for these emails, here is a possible solution:

1. Route the emails to an inbound email flow to extract the relevant information.
2. Create a third-party email or chat message containing the extracted information using Data Actions, for example, by sending a POST request to the following URL: POST https://api.{{environment}}/api/v2/conversations/emails.
3. Route the third-party object to a queue.
4. Disconnect the inbound emails from the queue.

------------------------------
Mahmoud Hayani
GlobalConnect AB
------------------------------

I am not aware of a way to stop emails being sent from Genesys. I think that this could also be done on the email server/Exchange side.

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Mahmoud Hayani
GlobalConnect AB
------------------------------

Original Message:
Sent: 01-25-2024 11:13
From: Dave Chivers
Subject: Prevent users responding to a defined list of email addresses

Thanks for this Mahmoud, I will take a look into this as an options.

Am I correct though in saying to your understanding, there isnt a way to suppress emails being sent to specific email addresses, and the only way to do this is to covert it and route it as a seperate object, so there is no ability to respond to it as an email?

I was hoping there would be a way we could do this within architect or the email settings, but if not possible I will happily trial your suggested solution.

------------------------------
Dave Chivers
Ovo Energy Ltd
------------------------------


Original Message:
Sent: 01-23-2024 08:46
From: Mahmoud Hayani
Subject: Prevent users responding to a defined list of email addresses

Hi Dave,

I think the following could work:

If there is a defined format for these emails, here is a possible solution:

1. Route the emails to an inbound email flow to extract the relevant information.
2. Create a third-party email or chat message containing the extracted information using Data Actions, for example, by sending a POST request to the following URL: POST https://api.{{environment}}/api/v2/conversations/emails.
3. Route the third-party object to a queue.
4. Disconnect the inbound emails from the queue.

------------------------------
Mahmoud Hayani
GlobalConnect AB