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Send Auto Reply action

  • 1.  Send Auto Reply action

    Posted 14 days ago
      Hi All,

    I am trying to achieve this : In an inbound email flow if the customer email is not accepted by the agent with "X" hour send an automated email to the customer if the issue /query/is resolved by any other channel or way; would you like to close/end this email communication. if yes please reply with the Key word "xyz". if the customer replies to an automated email with keyword "xyz" the GC should automatically disconnect the interaction with specific wrapup code.

    Issue : I am able to send an auto reply to the customer and when the customer replies back with a key word the system logic is not working. If you send directly the key word rather than the reply to an automated email the logic is working. And even in the second reply with key word is also working.

    Do you have an idea what is going wrong here?

    Regards,#Architect; #e-mail
    SK  ​​
    #ArchitectureandDesign
    #DigitalChannels

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    Santhosh Koroth
    InfinIT.cx GmbH
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  • 2.  RE: Send Auto Reply action

    Posted 13 days ago
    Are you checking on the body of the email for the word or ? or in the subject

    I use this quite a bit to check for scam words and then apply a wrapcode based on a decision of the words in the body

    like this


    and the decision expression looks something like this

    If(IsSet(Email.Message.body), Contains(Email.Message.body, "The message you sent to no-reply"), false)


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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 3.  RE: Send Auto Reply action

    Posted 10 days ago
    Thank you for the response.

    I am not seeing any issue with the logic because its working for the other scenario only its not working for the reply to automated email.
    I think the issue with email thread
    email thread

    https://help.mypurecloud.com/articles/about-acd-email-routing/
    Regards,
    Santhosh Koroth



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    Santhosh Koroth
    InfinIT.cx GmbH
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  • 4.  RE: Send Auto Reply action

    GENESYS
    Posted 12 days ago
    Edited by Nico Feliciano 10 days ago
    Hello Santhosh,

    Andy's response is definitely something I'd like for you to confirm. Thank you Andy for a nice, detailed response.

    Your success criteria is that when the expected keyword is found, the interaction is appended with a specific wrap-up code and should not be offered (disconnects) - which part(s) of this criteria does not work when you encounter your issue?

    Also, are you able to confirm that responses through the auto-reply email are actually being processed by your flow? The other lead I am looking at has something to do with direct emails working - perhaps the automated email is configured with a different (reply-to) email address?

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    Nico Feliciano
    Genesys - Employees
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  • 5.  RE: Send Auto Reply action

    Posted 10 days ago
      Hello Nico,

    Thank you for the response!
    As I replied to Andy, the logic seems working fine, the reply to the automated email from customer I am not able to see in the interaction. If the agent goes on queue the interaction alerting the agent.
    There is no other profile/flow created for this email. And I have tried to redirect to different emails and the result was the same.  

    Regards,
    Santhosh Koroth

    ------------------------------
    Santhosh Koroth
    InfinIT.cx GmbH
    ------------------------------



  • 6.  RE: Send Auto Reply action

    Posted 10 days ago
    Are you doing this pre queue stage?

    also if its an auto reply from the customer, unless you have specifically told Genesys to deliver those, they are not delivered into Genesys and are treated as "Spam"

    much like an OOH response

    on your email setup have you set spam emails to deliver or drop?

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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 7.  RE: Send Auto Reply action

    Posted 10 days ago
    SPAM email also going to same profile. I have tried options using Override from and Override To in the auto reply node redirect the path but still not successful.

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    Santhosh Koroth
    InfinIT.cx GmbH
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  • 8.  RE: Send Auto Reply action

    Posted 10 days ago
    I think I am getting confused now, are you saying that if a customer replies with "this is now working" or whatever, you don't receive the email in Genesys?

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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 9.  RE: Send Auto Reply action

    Posted 10 days ago
    Edited by Santhosh Koroth 10 days ago
    I am doing a POC for a customer, please find the screenshot below.





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    Santhosh Koroth
    InfinIT.cx GmbH
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  • 10.  RE: Send Auto Reply action

    Posted 10 days ago
    try setting your decision to If(IsSet(Email.Message.body), Contains(Email.Message.body, "Graze mille"), false)

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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 11.  RE: Send Auto Reply action

    Posted 9 days ago
    Same result

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    Santhosh Koroth
    InfinIT.cx GmbH
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  • 12.  RE: Send Auto Reply action

    Posted 9 days ago
    its so hard to tell unless you have the flow, could it be that because graze mille is getting applied, on the response, it already has that in there so just dropping it

    you may have to do something else to pick that up, but i cant think what at the moment

    maybe around Email.Message.autoGenerate check for the reply coming from there

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