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  • 1.  Re connect and reply

    Posted 10-14-2024 04:46
    Edited by Anna Käck 10-15-2024 03:14

    We have noticed an issue for reconnect and reply. When you have an from address configured for the email, e.g. No reply, to be used for the auto response, this address is also used as the from address when you do a re connect and reply.

    If we remove the email address in the from field, the auto response is the same as the customer sent the email to, which might not be the best.

    But the main thing is still around the re connect and reply. 

    For this scenarios there are some strange behavior and wonder if anyone had the same, and if so what did you do? 

    Have anyone seen this and been able to solve it?



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    Anna Käck
    Product specialist/Proxy product owner
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    #reconnect

    #reconnectandreply

    #re

    #reconnect



  • 2.  RE: Re connect and reply

    This message was posted by a user wishing to remain anonymous
    Posted 10-14-2024 09:25
    This post was removed


  • 3.  RE: Re connect and reply

    GENESYS
    Posted 10-14-2024 10:55
    Edited by Samuel Jillard 10-14-2024 10:55

    Hi Anna,

    I believe this would be expected and that it populates the reply email address of the last email (so in your case the email address associated to the last reply was sent from). 

    Is this what you are seeing?

    Not sure if anyone else has been able to workaround reconnecting an interaction that's last action was an email being sent on behalf of a queue



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 4.  RE: Re connect and reply

    Posted 10-15-2024 02:50

    Hi Sam

    Unfortunately, not. If you reconnect and reply the from address is the same value as you have configured on the email address as such in the solution. But if you do a reply to the agent reply it's not even that. Then it's the "system" email address.

    We have tried now to leave the from email address in the configuration blank, and added the same email address that the configuration belongs to. But the first reconnect or reply take the email address in the from field/or the email address that the customer sent the email to. But if we do a reconnect and reply to our own reply that is not the case.



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    Anna Käck
    Product Specialist /Proxy Product Owner
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  • 5.  RE: Re connect and reply
    Best Answer

    GENESYS
    Posted 10-16-2024 05:51

    Hi Anna,

    If you are replying to an outbound email, I believe it will use the reply address of that email: Reply to or forward an email message interaction, but you should be able to forward to the customer email address.

    If this isn't the behavior you are seeing, it may be worth creating a case with care



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 6.  RE: Re connect and reply

    Posted 10-16-2024 07:12

    If we have the No reply address configured on the customer support email address, no matter if you do a reply or forward after the reconnect the from address that is used in the system will be No reply.

    Where do i create the case for Care?

    Thank you in advance



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    Anna Käck
    Product Specialist /Proxy Product Owner
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  • 7.  RE: Re connect and reply

    GENESYS
    Posted 10-16-2024 10:00

    Hello Anna, 

    I would reach out to your Genesys Cloud admin to get a case opened up with Care. But here is the documentation for opening a case with Care. https://help.mypurecloud.com/articles/contact-genesys-cloud-care/

    Your admin would need to login to the my support portal to open a case. 

    Cheers, 



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    Cam
    Online Community Manager/Moderator
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