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  • 1.  Send automatic email after completing the voice interaction

    Posted 03-23-2021 13:13
    No replies, thread closed.
    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


  • 2.  RE: Send automatic email after completing the voice interaction

    Posted 03-23-2021 13:37
    No replies, thread closed.
    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
    ------------------------------

    Original Message


  • 3.  RE: Send automatic email after completing the voice interaction

    Posted 03-23-2021 13:47
    No replies, thread closed.
    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


  • 4.  RE: Send automatic email after completing the voice interaction

    Posted 03-23-2021 14:09
    No replies, thread closed.
    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


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