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  • 1.  Reply to multiple chats/emails

    Posted 01-24-2025 05:16
    No replies, thread closed.

    Hi, 

    We're new to Genesys cloud and looking for some help - we are exploring whether it is possible to reply to multiple customers at once to give them an update on an incident we are managing rather than replying to each one individually. Does anyone know if this is possible or is it a CR? 

    Thank you for any help in advance!


    #Unsure/Other

    ------------------------------
    Derek john Donaldson
    Head of CX
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  • 2.  RE: Reply to multiple chats/emails
    Best Answer

    Posted 01-24-2025 08:00
    No replies, thread closed.

    Hello Derek and welcome to the Genesys Cloud Community!

    While I would be excited to hear some ideas from the community, I have generally seen customers use Agentless SMS to achieve something like this. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Reply to multiple chats/emails

    Posted 01-24-2025 08:04
    No replies, thread closed.

    Thanks for the reply Cameron. I'll certaintly take a look at this - how would this work if the customers are already queueing to chat to us? 



    ------------------------------
    Derek
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    Original Message


  • 4.  RE: Reply to multiple chats/emails

    Posted 01-24-2025 08:37
    No replies, thread closed.

    The best thing I can think of if the interaction is live are Canned Responses. 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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