Genesys Cloud - Main

  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

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

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)


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

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

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

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

Original Message:
Sent: 11-24-2022 12:02
From: Andy Jackson
Subject: Send Auto Reply action

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)


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

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?

------------------------------
Nico Feliciano
Genesys - Employees
------------------------------

  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
------------------------------

Original Message:
Sent: 11-25-2022 14:18
From: Jan Nico Feliciano
Subject: Send Auto Reply action

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?

------------------------------
Nico Feliciano
Genesys - Employees
------------------------------

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?

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

Original Message:
Sent: 11-28-2022 05:38
From: Santhosh Koroth
Subject: Send Auto Reply action

  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
------------------------------


Original Message:
Sent: 11-25-2022 14:18
From: Jan Nico Feliciano
Subject: Send Auto Reply action

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?

------------------------------
Nico Feliciano
Genesys - Employees

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.

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

Original Message:
Sent: 11-28-2022 05:49
From: Andy Jackson
Subject: Send Auto Reply action

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?

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


Original Message:
Sent: 11-28-2022 05:38
From: Santhosh Koroth
Subject: Send Auto Reply action

  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


Original Message:
Sent: 11-25-2022 14:18
From: Jan Nico Feliciano
Subject: Send Auto Reply action

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?

------------------------------
Nico Feliciano
Genesys - Employees

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?

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

Original Message:
Sent: 11-28-2022 08:58
From: Santhosh Koroth
Subject: Send Auto Reply action

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.

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


Original Message:
Sent: 11-28-2022 05:49
From: Andy Jackson
Subject: Send Auto Reply action

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?

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


Original Message:
Sent: 11-28-2022 05:38
From: Santhosh Koroth
Subject: Send Auto Reply action

  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


Original Message:
Sent: 11-25-2022 14:18
From: Jan Nico Feliciano
Subject: Send Auto Reply action

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?

------------------------------
Nico Feliciano
Genesys - Employees

I am doing a POC for a customer, please find the screenshot below.





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

Original Message:
Sent: 11-28-2022 09:03
From: Andy Jackson
Subject: Send Auto Reply action

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?

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


Original Message:
Sent: 11-28-2022 08:58
From: Santhosh Koroth
Subject: Send Auto Reply action

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.

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


Original Message:
Sent: 11-28-2022 05:49
From: Andy Jackson
Subject: Send Auto Reply action

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?

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


Original Message:
Sent: 11-28-2022 05:38
From: Santhosh Koroth
Subject: Send Auto Reply action

  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


Original Message:
Sent: 11-25-2022 14:18
From: Jan Nico Feliciano
Subject: Send Auto Reply action

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?

------------------------------
Nico Feliciano
Genesys - Employees

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

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

Original Message:
Sent: 11-28-2022 09:20
From: Santhosh Koroth
Subject: Send Auto Reply action

I am doing a POC for a customer, please find the screenshot below.





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


Original Message:
Sent: 11-28-2022 09:03
From: Andy Jackson
Subject: Send Auto Reply action

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?

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


Original Message:
Sent: 11-28-2022 08:58
From: Santhosh Koroth
Subject: Send Auto Reply action

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.

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


Original Message:
Sent: 11-28-2022 05:49
From: Andy Jackson
Subject: Send Auto Reply action

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?

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


Original Message:
Sent: 11-28-2022 05:38
From: Santhosh Koroth
Subject: Send Auto Reply action

  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


Original Message:
Sent: 11-25-2022 14:18
From: Jan Nico Feliciano
Subject: Send Auto Reply action

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?

------------------------------
Nico Feliciano
Genesys - Employees

Same result

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

Original Message:
Sent: 11-28-2022 09:30
From: Andy Jackson
Subject: Send Auto Reply action

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

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


Original Message:
Sent: 11-28-2022 09:20
From: Santhosh Koroth
Subject: Send Auto Reply action

I am doing a POC for a customer, please find the screenshot below.





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


Original Message:
Sent: 11-28-2022 09:03
From: Andy Jackson
Subject: Send Auto Reply action

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?

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


Original Message:
Sent: 11-28-2022 08:58
From: Santhosh Koroth
Subject: Send Auto Reply action

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.

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


Original Message:
Sent: 11-28-2022 05:49
From: Andy Jackson
Subject: Send Auto Reply action

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?

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


Original Message:
Sent: 11-28-2022 05:38
From: Santhosh Koroth
Subject: Send Auto Reply action

  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


Original Message:
Sent: 11-25-2022 14:18
From: Jan Nico Feliciano
Subject: Send Auto Reply action

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?

------------------------------
Nico Feliciano
Genesys - Employees

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
------------------------------

Original Message:
Sent: 11-28-2022 11:21
From: Santhosh Koroth
Subject: Send Auto Reply action

Same result

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


Original Message:
Sent: 11-28-2022 09:30
From: Andy Jackson
Subject: Send Auto Reply action

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

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


Original Message:
Sent: 11-28-2022 09:20
From: Santhosh Koroth
Subject: Send Auto Reply action

I am doing a POC for a customer, please find the screenshot below.





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


Original Message:
Sent: 11-28-2022 09:03
From: Andy Jackson
Subject: Send Auto Reply action

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?

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


Original Message:
Sent: 11-28-2022 08:58
From: Santhosh Koroth
Subject: Send Auto Reply action

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.

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


Original Message:
Sent: 11-28-2022 05:49
From: Andy Jackson
Subject: Send Auto Reply action

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?

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


Original Message:
Sent: 11-28-2022 05:38
From: Santhosh Koroth
Subject: Send Auto Reply action

  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


Original Message:
Sent: 11-25-2022 14:18
From: Jan Nico Feliciano
Subject: Send Auto Reply action

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?

------------------------------
Nico Feliciano
Genesys - Employees