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  • 1.  Reconnecting a closed email

    Posted 30 days ago

    Hi all,

    Before we enable this role permission to our agents, I've created access for myself to try out this new feature.  I've followed this article My Interactions view - Genesys Cloud Resource Center (mypurecloud.com) regarding how to do so.  When I click the reconnect conversation button, nothing happens.  I've given myself Conversation > Communication > reconnect (to reconnect to a closed email) in a custom role to play around with.  As far as I'm aware this is the only permission related to this feature.

    Can someone elaborate on what's expected when you click the reconnect icon? I'm assuming the interaction is reopened and delivered to you to action.

    As much I've clicked the button, nothing seems to happen.  Maybe I've misinterpreted how this feature should work.


    #DigitalChannels

    ------------------------------
    Robert Niblock
    APM
    ------------------------------


  • 2.  RE: Reconnecting a closed email

    Posted 29 days ago

    happens to me too, the request throws an error 400 - 

    Request Method: POST
    Status Code: 400 Bad Request
    {
        "message": "Cannot reconnect. Not all communications are disconnected.",
        "code": "bad.request",
        "status": 400,
        "contextId": "0854daba-5249-44aa-b159-280779dc1633",
        "details": [],
        "errors": []
    }


    ------------------------------
    Peter Sandor
    NTT Slovakia s.r.o.
    ------------------------------



  • 3.  RE: Reconnecting a closed email

    Posted 29 days ago

    now it worked for me



    ------------------------------
    Peter Sandor
    NTT Slovakia s.r.o.
    ------------------------------



  • 4.  RE: Reconnecting a closed email

    Posted 29 days ago

    Thanks @Peter Sandor for recommending using the API. This is what I get:

    "message": "Cannot reconnect. Conversation is expired based on this organization's email threading settings." 

    (We have threading disabled for email)

    The Genesys documentation didn't mention any prerequisites about threading which we have disabled.  So when I try to reconnect an email, it just doesnt work.  Would also be nice if the UI conveys this error in a notification.  Right now you get no response to say what happened.

    So I guess then, this feature will only work when threading is enabled and if a conversation has occurred within the defined period?  I really had high hopes for this feature and now I guess we need to weigh up whats important, threading or reconnecting emails :/



    ------------------------------
    Robert Niblock
    APM
    ------------------------------



  • 5.  RE: Reconnecting a closed email

    Posted 29 days ago

    I also had higher hopes than what was delivered and feel that an opportunity was missed to make this a great feature that customers have waited long for.

    As of now it's tied to Threading Timeline, which has a max 30 days setting, so nothing beyond 30 days (of conversationEnd, or less depending on setting) can be "Re-opened".
    Still the UI shows the icon for all ended e-mail interactions so you have to click and try which ones you can still open.

    It would been great if this would been tied to "recording" policy instead, so it could been re-opened until the "recording" was deleted.



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



  • 6.  RE: Reconnecting a closed email

    Posted 28 days ago

    This is the link to the feature.  Our feedback might be able to help us get support or an answer for emails that arent threaded.

    Search and reply to completed email | Genesys Cloud Ideas Portal (aha.io)



    ------------------------------
    Robert Niblock
    APM
    ------------------------------



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