Genesys Cloud - Main

Hi Guys,

Do we have have screening rule for Inbound emails, like we have in our Genesys Engage. I tried to find related information but was not able to.

any input will be very much appreciated. also let us know if there is any workaround also.

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Sreekand Muthukrishnan
Conn3ct (Connect Managed Services (UK) Limited)
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Sorry, I'm not familiar with what you have available in Engage. Can you describe a bit further what you are trying to do?

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George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
------------------------------

In Engage you set rules, like subject or body contains x or (y and b) and you can use regular expressions too. 

I haven't had a go at Emails on Cloud myself, but believe you can do something like, have a Switch, and then for each case you would do something like
Contains(Email.Message.body, "SomeValue")

------------------------------
Anton Vroon
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Original Message:
Sent: 03-16-2022 12:14
From: George Ganahl
Subject: Screening Rule for Inbound Emails

Sorry, I'm not familiar with what you have available in Engage. Can you describe a bit further what you are trying to do?

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
------------------------------

Ok. That configuration is done in Architect.

https://help.mypurecloud.com/articles/about-email-rules/

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George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
------------------------------

Original Message:
Sent: 03-16-2022 20:16
From: Anton Vroon
Subject: Screening Rule for Inbound Emails

In Engage you set rules, like subject or body contains x or (y and b) and you can use regular expressions too.

I haven't had a go at Emails on Cloud myself, but believe you can do something like, have a Switch, and then for each case you would do something like
Contains(Email.Message.body, "SomeValue")

------------------------------
Anton Vroon
------------------------------


Original Message:
Sent: 03-16-2022 12:14
From: George Ganahl
Subject: Screening Rule for Inbound Emails

Sorry, I'm not familiar with what you have available in Engage. Can you describe a bit further what you are trying to do?

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys

To add to George's response.  There are some pretty powerful things that you can do in a Genesys Cloud Architect email flow.  For instance here at Genesys we have a webform that new partners fill out that generates an email.  We send that email into Genesys Cloud and an email flow validates the "From:" address, does a switch on the subject line to process various email subjects differently, parses the email body to pull out the relevant contact information fields, and then calls a Data Action to create a Jira ticket for us to work through signing up that partner.  We do all of that just within the built-in Genesys Cloud platform.  

If you need more power than that you can use AWS Lambda and 3rd party services to do even more.  For instance here is a link to a blueprint on how to use AWS Comprehend to use AI to parse the email to determine the intent and then send that intent data back to Architect to use for routing.

What you build in Genesys Cloud will most likely be done a little differently than it was in Engage, but I'm confident we have the ability to accomplish the same things with different tooling.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------

Original Message:
Sent: 03-16-2022 21:10
From: George Ganahl
Subject: Screening Rule for Inbound Emails

Ok. That configuration is done in Architect.

https://help.mypurecloud.com/articles/about-email-rules/

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
------------------------------


Original Message:
Sent: 03-16-2022 20:16
From: Anton Vroon
Subject: Screening Rule for Inbound Emails

In Engage you set rules, like subject or body contains x or (y and b) and you can use regular expressions too.

I haven't had a go at Emails on Cloud myself, but believe you can do something like, have a Switch, and then for each case you would do something like
Contains(Email.Message.body, "SomeValue")

------------------------------
Anton Vroon


Original Message:
Sent: 03-16-2022 12:14
From: George Ganahl
Subject: Screening Rule for Inbound Emails

Sorry, I'm not familiar with what you have available in Engage. Can you describe a bit further what you are trying to do?

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys

I use data tables to do decisions and then mark (wrap) emails as spam, junk etc and then remove them before they go to the agents

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Andy Jackson
Ten Lifestyle Management Limited
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We use data tables too, but emails process gets slower as you keep adding more and more keywords to the table and it doesn't not provide advanced screening capabilities like Regular Expressions. I can relate to what @Sreekand Muthukrishnan was saying. We have GAX eServices/Knowledge Manger in Genesys Engage where you can define rules (with various combinations like Subject, Body, Domain and use AND/OR conditions) and Classification Server executing them. It would be great to see if Architect has such capabilities or something within Genesys Cloud instead of relying on external services.

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Arun Kesara
Thermo Fisher Scientific Inc
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Original Message:
Sent: 03-17-2022 04:38
From: Andy Jackson
Subject: Screening Rule for Inbound Emails

I use data tables to do decisions and then mark (wrap) emails as spam, junk etc and then remove them before they go to the agents

------------------------------
Andy Jackson
Ten Lifestyle Management Limited
------------------------------

If you need more advanced email rules for Genesys Cloud email, then you can get this AppFoundry app for Genesys:

https://www.eccentex.com/products/servicejourney/advanced-email/

Setup:

Runtime:

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Maksim Gill
Eccentex (Advanced Case and Email Management Platform for Genesys)
https://www.eccentex.com/genesys
------------------------------

Original Message:
Sent: 02-03-2024 12:42
From: Arun Kesara
Subject: Screening Rule for Inbound Emails

We use data tables too, but emails process gets slower as you keep adding more and more keywords to the table and it doesn't not provide advanced screening capabilities like Regular Expressions. I can relate to what @Sreekand Muthukrishnan was saying. We have GAX eServices/Knowledge Manger in Genesys Engage where you can define rules (with various combinations like Subject, Body, Domain and use AND/OR conditions) and Classification Server executing them. It would be great to see if Architect has such capabilities or something within Genesys Cloud instead of relying on external services.

------------------------------
Arun Kesara
Thermo Fisher Scientific Inc
------------------------------


Original Message:
Sent: 03-17-2022 04:38
From: Andy Jackson
Subject: Screening Rule for Inbound Emails

I use data tables to do decisions and then mark (wrap) emails as spam, junk etc and then remove them before they go to the agents

------------------------------
Andy Jackson
Ten Lifestyle Management Limited

Arun,

Although it is not built into Genesys Cloud, this Blueprint on the Developer Center shows how to use AWS Comprehend (or some similar tool of your choosing) to implement those rules and classification: https://developer.genesys.cloud/blueprints/email-aws-comprehend-blueprint/

Hope that helps.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------

Original Message:
Sent: 02-03-2024 12:42
From: Arun Kesara
Subject: Screening Rule for Inbound Emails

We use data tables too, but emails process gets slower as you keep adding more and more keywords to the table and it doesn't not provide advanced screening capabilities like Regular Expressions. I can relate to what @Sreekand Muthukrishnan was saying. We have GAX eServices/Knowledge Manger in Genesys Engage where you can define rules (with various combinations like Subject, Body, Domain and use AND/OR conditions) and Classification Server executing them. It would be great to see if Architect has such capabilities or something within Genesys Cloud instead of relying on external services.

------------------------------
Arun Kesara
Thermo Fisher Scientific Inc
------------------------------


Original Message:
Sent: 03-17-2022 04:38
From: Andy Jackson
Subject: Screening Rule for Inbound Emails

I use data tables to do decisions and then mark (wrap) emails as spam, junk etc and then remove them before they go to the agents

------------------------------
Andy Jackson
Ten Lifestyle Management Limited