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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).
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?
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.
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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