Genesys Cloud - Main

Hi all,

I'm a little stuck at the moment and can't figure out what I'm doing wrong here. I have an Email flow that filters stuff that comes through, based off email address, domain name, keywords and attachments.  At that top of the flow, I have all the parts of the message for various Data tables to reference.  As such, I've created the following;

Variable name: Task.Attachment

Value: Email.Message.attachments[0].name

In the Data table, I have the following;

I've tried sending test emails with the attachments and they dont route to my queue with the skill/priority.  Just to let you know, the other routing tables I have all work fine, I just cant seem to get the Attachment routing working.  The second file in the data table TestAssure, I've tried just the name and including the .txt for the full file name.

Any suggestions or ideas to why this isnt working?

Hey Robert, 

The first thing I would be doing here is a test where the task.attachment is written to a participant attribute. You will then be able to see the output of that on a conversation to see exactly how it comes through. You might be getting a slightly different naming when it processes which is why it's not matching.

Hi all,

I'm a little stuck at the moment and can't figure out what I'm doing wrong here. I have an Email flow that filters stuff that comes through, based off email address, domain name, keywords and attachments.  At that top of the flow, I have all the parts of the message for various Data tables to reference.  As such, I've created the following;

Variable name: Task.Attachment

Value: Email.Message.attachments[0].name

In the Data table, I have the following;

I've tried sending test emails with the attachments and they dont route to my queue with the skill/priority.  Just to let you know, the other routing tables I have all work fine, I just cant seem to get the Attachment routing working.  The second file in the data table TestAssure, I've tried just the name and including the .txt for the full file name.

Any suggestions or ideas to why this isnt working?

Thanks Lawrence, I'll give this a try and see what I get.  

Hey Robert, 

The first thing I would be doing here is a test where the task.attachment is written to a participant attribute. You will then be able to see the output of that on a conversation to see exactly how it comes through. You might be getting a slightly different naming when it processes which is why it's not matching.

Hi all,

I'm a little stuck at the moment and can't figure out what I'm doing wrong here. I have an Email flow that filters stuff that comes through, based off email address, domain name, keywords and attachments.  At that top of the flow, I have all the parts of the message for various Data tables to reference.  As such, I've created the following;

Variable name: Task.Attachment

Value: Email.Message.attachments[0].name

In the Data table, I have the following;

I've tried sending test emails with the attachments and they dont route to my queue with the skill/priority.  Just to let you know, the other routing tables I have all work fine, I just cant seem to get the Attachment routing working.  The second file in the data table TestAssure, I've tried just the name and including the .txt for the full file name.

Any suggestions or ideas to why this isnt working?

So I've managed to find all the attachments.  It seems that Genesys is classifying pictures/images in a signature as an attachment which is a little annoying.  Is there a limit to the number of attachments Genesys will record in the participant data?  Example below;

Email Attachment is just Attachment "0" and I've used another to list all attachments

I've attached a PDF and a DOC file to the email.  However, neither appear in the attachment list.  

If there is a limit to the number of attachments that Genesys registers?  I was thinking maybe setting up an expression to remove all image types and only displaying either PDF or DOC files.

Thanks Lawrence, I'll give this a try and see what I get.  

Hey Robert, 

The first thing I would be doing here is a test where the task.attachment is written to a participant attribute. You will then be able to see the output of that on a conversation to see exactly how it comes through. You might be getting a slightly different naming when it processes which is why it's not matching.

Hi all,

I'm a little stuck at the moment and can't figure out what I'm doing wrong here. I have an Email flow that filters stuff that comes through, based off email address, domain name, keywords and attachments.  At that top of the flow, I have all the parts of the message for various Data tables to reference.  As such, I've created the following;

Variable name: Task.Attachment

Value: Email.Message.attachments[0].name

In the Data table, I have the following;

I've tried sending test emails with the attachments and they dont route to my queue with the skill/priority.  Just to let you know, the other routing tables I have all work fine, I just cant seem to get the Attachment routing working.  The second file in the data table TestAssure, I've tried just the name and including the .txt for the full file name.

Any suggestions or ideas to why this isnt working?

Hi all,

I'm a little stuck at the moment and can't figure out what I'm doing wrong here. I have an Email flow that filters stuff that comes through, based off email address, domain name, keywords and attachments.  At that top of the flow, I have all the parts of the message for various Data tables to reference.  As such, I've created the following;

Variable name: Task.Attachment

Value: Email.Message.attachments[0].name

In the Data table, I have the following;

I've tried sending test emails with the attachments and they dont route to my queue with the skill/priority.  Just to let you know, the other routing tables I have all work fine, I just cant seem to get the Attachment routing working.  The second file in the data table TestAssure, I've tried just the name and including the .txt for the full file name.

Any suggestions or ideas to why this isnt working?