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  • 1.  The global Webform is sending the interaction to Genesys as a generic From address email (no reply email)

    Posted 09-18-2023 16:09
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    Problem Description:

    Our global webform that we are going to use in IKEA webpage is sending the Customer Interactions to Genesys cloud CX using a generic email address that lands into the GCCX as a From address (which is quite familiar for most of the webforms).

    Challenges:

    • As Genesys Cloud CX using only the 'From' email address to search and get the customers informations, that will prevent us to retrieve all the data for any specific customer under interaction or any related Report 
    • From the Legal perceptive, that will also prevent us to deleted all the customer data if any Right To Be Forgotten request been raised by any customer

    Current Status: The above challenges are blockers to proceed of onboarding our global webform to all the markets.

    Requirement : Is there any way to overcome the problem we are facing or to mitigate the challenges we are facing?


    #DigitalChannels

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    Nser Katerji
    IKEA Limited
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  • 2.  RE: The global Webform is sending the interaction to Genesys as a generic From address email (no reply email)

    Posted 09-18-2023 16:53
    No replies, thread closed.

    Hello Nser, 

    A proposal that could address your first need, rather than the second one, is to store the email address in the external tag. This way, you can directly search by filtering on the customer's email address.

    Regards,



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    Ismail ZNIBER
    Genesys Cloud Consultant, Mentat Conseil SAS
    ------------------------------



  • 3.  RE: The global Webform is sending the interaction to Genesys as a generic From address email (no reply email)

    Posted 09-19-2023 02:33
    No replies, thread closed.

    Hi Ismail,

    Thanks for the proposal, I think it will really working when we trigger the report manually and that is good, but the other aspect is, during the interaction in the agent desktop the generic email will be automatically populated in the search bar and will not return the related information about that specific customer which will be a bit confusing and hectic for the Agent. beside  as you alreday mentioned this will not solve the RTBF problem :).



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    Nser Katerji
    IKEA Limited
    ------------------------------

    Original Message


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