Genesys Cloud - Main

Hello,

would anyone know if its possible to have Genesys Cloud automatically or manually (via script) send an email to an external participant after an agent complete a voice call ?

Thank you in advance.
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#SystemAdministration

Until we have the Data Action on disconnect feature, you only have a couple of options:

1. Script with Disconnect Button
   Have a script with a big disconnect button that runs a custom script action to send the email and then disconnect the call through a secure flow.
2. Notification Web Service
   Use a web service that is looking at queue notifications and then send the email when it sees a disconnect.

Let me know if you need further explanation.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Hi Robert,

Many thanks for your reply, I prefere the first option, but on the custom action of the Script, I cannot find an action that can send email, I have only: Outbound, Scripter, Inbound.

Thank you.

------------------------------
Mostafa Oudderhem
Coverage-Communication
------------------------------

Original Message:
Sent: 03-23-2021 13:36
From: Robert Wakefield-Carl
Subject: Send automatic email after completing the voice interaction

Until we have the Data Action on disconnect feature, you only have a couple of options:

1. Script with Disconnect Button
   Have a script with a big disconnect button that runs a custom script action to send the email and then disconnect the call through a secure flow.
2. Notification Web Service
   Use a web service that is looking at queue notifications and then send the email when it sees a disconnect.

Let me know if you need further explanation.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Devil in the details.  You will have to create a Data Action to create the Email and send it out.  You can use the Genesys API or something like Twilio to send the Email out.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 03-23-2021 13:46
From: Mostafa Oudderhem
Subject: Send automatic email after completing the voice interaction

Hi Robert,

Many thanks for your reply, I prefere the first option, but on the custom action of the Script, I cannot find an action that can send email, I have only: Outbound, Scripter, Inbound.

Thank you.

------------------------------
Mostafa Oudderhem
Coverage-Communication
------------------------------


Original Message:
Sent: 03-23-2021 13:36
From: Robert Wakefield-Carl
Subject: Send automatic email after completing the voice interaction

Until we have the Data Action on disconnect feature, you only have a couple of options:

1. Script with Disconnect Button
   Have a script with a big disconnect button that runs a custom script action to send the email and then disconnect the call through a secure flow.
2. Notification Web Service
   Use a web service that is looking at queue notifications and then send the email when it sees a disconnect.

Let me know if you need further explanation.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com