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  • 1.  Search contents of queued email interactions

    Posted 11 days ago


    We would like to search the subject of outstanding email interactions, or at the very least sort outstanding interactions via subject. We use the "email preview client app" addon,  however that only lets us search one queue at a time.  Are there any alternative apps that could enable this or is there a way to do this in Genesys.   In the ideal world if the Content search could work on outstanding emails, that would be great.



    Muhammad Dean
    NZ Transport Agency

  • 2.  RE: Search contents of queued email interactions

    Top 25 Contributor
    Posted 11 days ago

    Hey Muhammad, 

    Depending on your end result there are a number of things you could do from simple switches in architect when a email comes in when you do a search on the subject or body of an email. 

    You could also build your own app by using the email/messages etc APIs to get the subject and body, run it through a LLM and classify it based on that to route to a particular queue. Even without the AI, you could at least extract all emails and body, be able to search it and then use the assign API to give it to yourself or someone else. 

    If you could give me more detail on the result you're looking for I could work back from there and make some suggestions

    Lawrence Drayton
    Prvidr Pty Ltd

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