Hello Everyone,

Hope y'all have a great day.

Quick question, do you guys experience this kind of email in Genesys? See snap.

Based on my own analysis, this kind of email occurs because of the email rules/flow that we currently have on our organization.
 

For your reference, we have an automated response/reply to those email addresses who are sending email to our email queues. Regardless of sender, be it an automated email or not, it automatically sends out automated response. Therefore, my conclusion is if we received an automated email, it results to problem processing email response as our org's automated response is also sending an automated response to the automated email (from the sender) in which the sender is neglecting our automated response as they only send an automated response as well. If you need clarifications on my query, I'll be happy to explain it to you further.

Also, I will appreciate if you could confirm that my analysis is correct.

Moving forward, if my analysis is correct, could you please assess my modified email flow/rule before I publish it? 

Thank you and happy weekend Y'all

Best,

Hello Everyone,

Hope y'all have a great day.

Quick question, do you guys experience this kind of email in Genesys? See snap.

Based on my own analysis, this kind of email occurs because of the email rules/flow that we currently have on our organization.
 

For your reference, we have an automated response/reply to those email addresses who are sending email to our email queues. Regardless of sender, be it an automated email or not, it automatically sends out automated response. Therefore, my conclusion is if we received an automated email, it results to problem processing email response as our org's automated response is also sending an automated response to the automated email (from the sender) in which the sender is neglecting our automated response as they only send an automated response as well. If you need clarifications on my query, I'll be happy to explain it to you further.

Also, I will appreciate if you could confirm that my analysis is correct.

Moving forward, if my analysis is correct, could you please assess my modified email flow/rule before I publish it? 

Thank you and happy weekend Y'all

Best,

Hi Justine,

I think your main concern here is preventing an infinite loop. That is addressed automatically by Genesys, see Configure inbound email settings - Genesys Cloud Resource Center (mypurecloud.com). You can control this in flow under "Inbound email". Your analysis is correct of the way this would work in theory, although as I just mentioned Genesys has built in handling to prevent looping so long as the email headers meet the specified criteria in that article. ***This method is not perfect and may or may not work for you, as auto replies are specific to each mail provider***

You can also look at tagging variables to inbound emails. Architect built-in variables - Genesys Cloud Resource Center (mypurecloud.com) For example, make a switch to say if Email.Message contains X string from auto reply email, take a case that does not send an auto reply. This would be very manual given that you'd need to know every auto reply you are getting but it's just an example. I would make this concept into a data table.

Another idea would be to exclude auto replies from sending to specific senders, which I found here Architect flow Auto reply exceptions - Genesys Cloud Applications / Architect - Genesys Cloud Developer Forum. 

Hope this helps!

Hello Everyone,

Hope y'all have a great day.

Quick question, do you guys experience this kind of email in Genesys? See snap.

Based on my own analysis, this kind of email occurs because of the email rules/flow that we currently have on our organization.
 

For your reference, we have an automated response/reply to those email addresses who are sending email to our email queues. Regardless of sender, be it an automated email or not, it automatically sends out automated response. Therefore, my conclusion is if we received an automated email, it results to problem processing email response as our org's automated response is also sending an automated response to the automated email (from the sender) in which the sender is neglecting our automated response as they only send an automated response as well. If you need clarifications on my query, I'll be happy to explain it to you further.

Also, I will appreciate if you could confirm that my analysis is correct.

Moving forward, if my analysis is correct, could you please assess my modified email flow/rule before I publish it? 

Thank you and happy weekend Y'all

Best,

Hello Samuel, 

Thank you for your kind advise. 

Hi Caleb,

Before proceeding on my concern, I would like you to know that I appreciate your assistance as well.

With regards on my concern, I am thinking to modify the rules on my inbound flow using the sample your provided on the 2nd paragraph of your email. Could you please confirm if this decision on the rules would be, okay? apologies as I am just new from system. Anyway, kindly see the snap for your perusal please.

So, I am trying to modify the rules using a #56 decision before the rule #35 to send an auto reply proceed. The decision I have indicated is this 

With this, I assume that using this decision. if I received an email from the stated email address, the decision would be true, and Genesys will not send an auto reply email to it. However, if the stated email address is not the sender, then we can assume that we will send an auto response to the sender. 

Could you please clarify whether the modification on the rules will fix the issue?

Thank you and have a great day.

Best,

Hi Justine,

I think your main concern here is preventing an infinite loop. That is addressed automatically by Genesys, see Configure inbound email settings - Genesys Cloud Resource Center (mypurecloud.com). You can control this in flow under "Inbound email". Your analysis is correct of the way this would work in theory, although as I just mentioned Genesys has built in handling to prevent looping so long as the email headers meet the specified criteria in that article. ***This method is not perfect and may or may not work for you, as auto replies are specific to each mail provider***

You can also look at tagging variables to inbound emails. Architect built-in variables - Genesys Cloud Resource Center (mypurecloud.com) For example, make a switch to say if Email.Message contains X string from auto reply email, take a case that does not send an auto reply. This would be very manual given that you'd need to know every auto reply you are getting but it's just an example. I would make this concept into a data table.

Another idea would be to exclude auto replies from sending to specific senders, which I found here Architect flow Auto reply exceptions - Genesys Cloud Applications / Architect - Genesys Cloud Developer Forum. 

Hope this helps!

Hello Everyone,

Hope y'all have a great day.

Quick question, do you guys experience this kind of email in Genesys? See snap.

Based on my own analysis, this kind of email occurs because of the email rules/flow that we currently have on our organization.
 

For your reference, we have an automated response/reply to those email addresses who are sending email to our email queues. Regardless of sender, be it an automated email or not, it automatically sends out automated response. Therefore, my conclusion is if we received an automated email, it results to problem processing email response as our org's automated response is also sending an automated response to the automated email (from the sender) in which the sender is neglecting our automated response as they only send an automated response as well. If you need clarifications on my query, I'll be happy to explain it to you further.

Also, I will appreciate if you could confirm that my analysis is correct.

Moving forward, if my analysis is correct, could you please assess my modified email flow/rule before I publish it? 

Thank you and happy weekend Y'all

Best,

Hi Justine,

I did not test the code, but your logic seems good to me. If email Email.message.from = specified sender, send to queue. If not specified sender, auto-reply.

I would suggest considering scenarios where you get non-automated email from that sender, but that may or may not matter for your use case.

Hello Samuel, 

Thank you for your kind advise. 

Hi Caleb,

Before proceeding on my concern, I would like you to know that I appreciate your assistance as well.

With regards on my concern, I am thinking to modify the rules on my inbound flow using the sample your provided on the 2nd paragraph of your email. Could you please confirm if this decision on the rules would be, okay? apologies as I am just new from system. Anyway, kindly see the snap for your perusal please.

So, I am trying to modify the rules using a #56 decision before the rule #35 to send an auto reply proceed. The decision I have indicated is this 

With this, I assume that using this decision. if I received an email from the stated email address, the decision would be true, and Genesys will not send an auto reply email to it. However, if the stated email address is not the sender, then we can assume that we will send an auto response to the sender. 

Could you please clarify whether the modification on the rules will fix the issue?

Thank you and have a great day.

Best,

Hi Justine,

I think your main concern here is preventing an infinite loop. That is addressed automatically by Genesys, see Configure inbound email settings - Genesys Cloud Resource Center (mypurecloud.com). You can control this in flow under "Inbound email". Your analysis is correct of the way this would work in theory, although as I just mentioned Genesys has built in handling to prevent looping so long as the email headers meet the specified criteria in that article. ***This method is not perfect and may or may not work for you, as auto replies are specific to each mail provider***

You can also look at tagging variables to inbound emails. Architect built-in variables - Genesys Cloud Resource Center (mypurecloud.com) For example, make a switch to say if Email.Message contains X string from auto reply email, take a case that does not send an auto reply. This would be very manual given that you'd need to know every auto reply you are getting but it's just an example. I would make this concept into a data table.

Another idea would be to exclude auto replies from sending to specific senders, which I found here Architect flow Auto reply exceptions - Genesys Cloud Applications / Architect - Genesys Cloud Developer Forum. 

Hope this helps!

Hello Everyone,

Hope y'all have a great day.

Quick question, do you guys experience this kind of email in Genesys? See snap.

Based on my own analysis, this kind of email occurs because of the email rules/flow that we currently have on our organization.
 

For your reference, we have an automated response/reply to those email addresses who are sending email to our email queues. Regardless of sender, be it an automated email or not, it automatically sends out automated response. Therefore, my conclusion is if we received an automated email, it results to problem processing email response as our org's automated response is also sending an automated response to the automated email (from the sender) in which the sender is neglecting our automated response as they only send an automated response as well. If you need clarifications on my query, I'll be happy to explain it to you further.

Also, I will appreciate if you could confirm that my analysis is correct.

Moving forward, if my analysis is correct, could you please assess my modified email flow/rule before I publish it? 

Thank you and happy weekend Y'all

Best,