Genesys Cloud - Main

Hello to all,
I know that spam filtering is done at Amazon SES side as described in FAQ article (https://help.mypurecloud.com/faq/how-does-purecloud-handle-email-marked-as-spam/)

Considering that there is no option to add some kind of additional rules for spam, the only thing is to send all emails to flow, check if contains some specific word or came from email address and disconnect.

In Interaction tab, as suggested by Pablo Ibanez Bertrand in thread https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=62b40132-74ed-4acc-a424-610d7f0c86d8&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer, we can filter it by duration.
But, I would like, if possible, in architect explicitly set Email.Message.spam on true, so that eventually in timeline we may see it was Spam

But I could not find a way to set boolean Email.Message.spam on true with Architect.
Am I missing something or there's no option to do that?

Thanks
#ArchitectureandDesign
#Handlers

------------------------------
Раско Радојевић
Rasko Radojevic
------------------------------

Even though email.message.spam is not listed on the Email tab at https://help.mypurecloud.com/articles/architect-default-variables/, I presume it is Read Only like all the other email.message. variables. So, that's why you can't select it in an Update Data action.

Maybe @Lucie DeCristofaro will have an idea on what you could do.

​

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 10-03-2019 08:56
From: Rasko Radojevic
Subject: Setting email as a spam through Architect thorugh Emai.Message.Spam

Hello to all,
I know that spam filtering is done at Amazon SES side as described in FAQ article (https://help.mypurecloud.com/faq/how-does-purecloud-handle-email-marked-as-spam/)

Considering that there is no option to add some kind of additional rules for spam, the only thing is to send all emails to flow, check if contains some specific word or came from email address and disconnect.

In Interaction tab, as suggested by Pablo Ibanez Bertrand in thread https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=62b40132-74ed-4acc-a424-610d7f0c86d8&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer, we can filter it by duration.
But, I would like, if possible, in architect explicitly set Email.Message.spam on true, so that eventually in timeline we may see it was Spam

But I could not find a way to set boolean Email.Message.spam on true with Architect.
Am I missing something or there's no option to do that?

Thanks
#ArchitectureandDesign
#Handlers

------------------------------
Раско Радојевић
Rasko Radojevic
------------------------------

So are you trying to use Amazon's spam filter and then additionally, if you determine an email is spam, also set it as spam on your side even if Amazon did not set it as spam?

------------------------------
Lucie DeCristofaro
Genesys - Employees
------------------------------

Original Message:
Sent: 10-03-2019 08:56
From: Rasko Radojevic
Subject: Setting email as a spam through Architect thorugh Emai.Message.Spam

Hello to all,
I know that spam filtering is done at Amazon SES side as described in FAQ article (https://help.mypurecloud.com/faq/how-does-purecloud-handle-email-marked-as-spam/)

Considering that there is no option to add some kind of additional rules for spam, the only thing is to send all emails to flow, check if contains some specific word or came from email address and disconnect.

In Interaction tab, as suggested by Pablo Ibanez Bertrand in thread https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=62b40132-74ed-4acc-a424-610d7f0c86d8&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer, we can filter it by duration.
But, I would like, if possible, in architect explicitly set Email.Message.spam on true, so that eventually in timeline we may see it was Spam

But I could not find a way to set boolean Email.Message.spam on true with Architect.
Am I missing something or there's no option to do that?

Thanks
#ArchitectureandDesign
#Handlers

------------------------------
Раско Радојевић
Rasko Radojevic
------------------------------

For clarification, Lucie (since I don't know), if AWS detects an email as Spam, but the email address is set to route Spam to a particular flow, does the fact that the email was detected as Spam show up in the Timeline or Interaction Details? (If I read Rasko correctly, he will send all emails through even if detected as Spam by AWS, and wants to analyze them in Architect to decide which ones are really spam).

I'm wondering if Rasko could create an Email Flow in Architect for the spam, route the ones detected by AWS there, and do his analysis in that flow to decide if any of them should be transferred to the standard Email Flow for routing to agents, and just disconnect the rest?

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 10-03-2019 10:06
From: Lucie DeCristofaro
Subject: Setting email as a spam through Architect thorugh Emai.Message.Spam

So are you trying to use Amazon's spam filter and then additionally, if you determine an email is spam, also set it as spam on your side even if Amazon did not set it as spam?

------------------------------
Lucie DeCristofaro
Genesys - Employees

Original Message:
Sent: 10-03-2019 08:56
From: Rasko Radojevic
Subject: Setting email as a spam through Architect thorugh Emai.Message.Spam

Hello to all,
I know that spam filtering is done at Amazon SES side as described in FAQ article (https://help.mypurecloud.com/faq/how-does-purecloud-handle-email-marked-as-spam/)

Considering that there is no option to add some kind of additional rules for spam, the only thing is to send all emails to flow, check if contains some specific word or came from email address and disconnect.

In Interaction tab, as suggested by Pablo Ibanez Bertrand in thread https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=62b40132-74ed-4acc-a424-610d7f0c86d8&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer, we can filter it by duration.
But, I would like, if possible, in architect explicitly set Email.Message.spam on true, so that eventually in timeline we may see it was Spam

But I could not find a way to set boolean Email.Message.spam on true with Architect.
Am I missing something or there's no option to do that?

Thanks
#ArchitectureandDesign
#Handlers

------------------------------
Раско Радојевић
Rasko Radojevic
------------------------------

Hello to all,
thanks for your updates.
Considering that we do not have access to spam filtering on Amazon to additional mark some email as unnecessary and eventually disconnect. (For example this particular customer consider that if  email that was sent to their organization begins with „info@" this should be treated as Junk)

So what I found is that I need to maintain Data tables with those additional rules and based on that disconnect email, because there are no other setting where I can configure it (and I may hit the limitations of data table). I know that in Interactions I will found those emails as duration less than 1s, just thought, that as the same way as Amazon spam filtering set Email.Message.spam on true and see that in Disconnect reason I may set that parameter/attribute with my own flow. But apparently, as @George Ganahl wrote this is not possible due to a fact that it's read-only parameter.

Regards
RASKO

​

------------------------------
Раско Радојевић
Rasko Radojevic
------------------------------

Original Message:
Sent: 10-03-2019 10:15
From: George Ganahl
Subject: Setting email as a spam through Architect thorugh Emai.Message.Spam

For clarification, Lucie (since I don't know), if AWS detects an email as Spam, but the email address is set to route Spam to a particular flow, does the fact that the email was detected as Spam show up in the Timeline or Interaction Details? (If I read Rasko correctly, he will send all emails through even if detected as Spam by AWS, and wants to analyze them in Architect to decide which ones are really spam).

I'm wondering if Rasko could create an Email Flow in Architect for the spam, route the ones detected by AWS there, and do his analysis in that flow to decide if any of them should be transferred to the standard Email Flow for routing to agents, and just disconnect the rest?

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-03-2019 10:06
From: Lucie DeCristofaro
Subject: Setting email as a spam through Architect thorugh Emai.Message.Spam

So are you trying to use Amazon's spam filter and then additionally, if you determine an email is spam, also set it as spam on your side even if Amazon did not set it as spam?

------------------------------
Lucie DeCristofaro
Genesys - Employees

Original Message:
Sent: 10-03-2019 08:56
From: Rasko Radojevic
Subject: Setting email as a spam through Architect thorugh Emai.Message.Spam

Hello to all,
I know that spam filtering is done at Amazon SES side as described in FAQ article (https://help.mypurecloud.com/faq/how-does-purecloud-handle-email-marked-as-spam/)

Considering that there is no option to add some kind of additional rules for spam, the only thing is to send all emails to flow, check if contains some specific word or came from email address and disconnect.

In Interaction tab, as suggested by Pablo Ibanez Bertrand in thread https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=62b40132-74ed-4acc-a424-610d7f0c86d8&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer, we can filter it by duration.
But, I would like, if possible, in architect explicitly set Email.Message.spam on true, so that eventually in timeline we may see it was Spam

But I could not find a way to set boolean Email.Message.spam on true with Architect.
Am I missing something or there's no option to do that?

Thanks
#ArchitectureandDesign
#Handlers

------------------------------
Раско Радојевић
Rasko Radojevic
------------------------------