To add onto what Robert is saying, in your use case, Genesys Cloud would not thread the email interactions. It sounds as if the customer sends 5 separate emails into Genesys Cloud. If they are completely separate messages, then the system has no way of knowing that they are connected messages. Threading will start if: the customer "replies" to their first sent email instead of initiating a new email OR they reply back to an email from an agent in Genesys Cloud.
What you are trying to do sounds like it could be solved by the combination of preferred agent routing and a data action. You could use a data action to look up past interactions in the last 20-30 minute time period, filtering by the email address of the sender. If they have been routed to an an agent, you can retrieve their GUID as a response in that data action. It would get trickier if they all come into the system at the same time and just wait for an agent to answer. You would have to run some logic to identify if there has been no agent. If there are no agents, then you could utilize the "wait" function in Architect to delay sending the email into queue until there is an agent assigned to the original email. Then, you would use preferred agent routing.
The manual option is providing agents permission to cherry pick emails from the queue and assign them to themselves. This would let them look in the queue and see if there's any other emails from that sender. If so, they could grab them.
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Peter Stoltenberg
Avtex Solutions, LLC
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Original Message:
Sent: 02-22-2022 13:04
From: Robert Wakefield-Carl
Subject: Separate emails on same topic
Better from the horse's mouth: How does Genesys Cloud thread email messages? - Genesys Cloud Resource Center (mypurecloud.com)
We have found many things that break this functionality like cc'ing others when replying, sending back to the same box for archival, and other caveats that others in the community can address.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 02-22-2022 10:46
From: Heather Higginbotham
Subject: Separate emails on same topic
Can you explain threading a little more?
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Heather Higginbotham
Cox Automotive Corporate Services, LLC
Original Message:
Sent: 02-18-2022 00:18
From: Robert Wakefield-Carl
Subject: Separate emails on same topic
The basic Email threading looks at the Reply To address and the Subject. If either is different (aside from FWD, RE, etc), then the threading should work. Currently, threading is set at 30 days, but there may be a way to adjust this in the near future. Add and Idea if you think that is necessary.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 02-16-2022 16:14
From: Heather Higginbotham
Subject: Separate emails on same topic
In our line of work we may need several documents that a person could send in several emails instead of all attached to one. Is there a way to set up the email routing to identify this so that the agent that receives the first one would receive any others that go along with it?
#Ask Me Anything (AMA)
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Heather Higginbotham
Cox Automotive Corporate Services, LLC
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