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  • 1.  Topics -External participant setting picking up topic on previous replies in emails

    Posted 05-18-2025 23:30
    No replies, thread closed.

    Hi guys,

    Hoping you can help us with this one. We've set up a topic on an email queue to look for specific text and have set the Participant value to External.
    What we're finding is that, if a customer has replied to an email that we've sent, and we've got that specific text in our email, then the topic is being recognised.  This is happening when the customer hasn't mentioned the specific text at atll.

    Is there anyway to set up the topic so that it's only recognised if the customer has put that text in (rather than it being in a reply that we've previously given).

    TIA :-)


    #QualityManagement
    #Reporting/Analytics

    ------------------------------
    Lee Smith
    Senior Business Analyst Contract
    Genesis Energy
    lee.smith@genesisenergy.co.nz
    ------------------------------


  • 2.  RE: Topics -External participant setting picking up topic on previous replies in emails

    Posted 05-19-2025 11:39
    No replies, thread closed.

    Hi Lee,

    I believe it reads everything in the body of the email, but I will look into this.  Hopefully someone else in the community may be able to provide further insights in the meantime



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Topics -External participant setting picking up topic on previous replies in emails

    Posted 05-19-2025 11:44
    No replies, thread closed.

    Hi Lee,
    Just to confirm: is the topic only defined to detect customers' phrases, as below?

    And the agent sent an email with PhraseA (topic should be detected), but when the customer replied to the same email, the email's body contained that PhraseA sent from the Agent, and was recognized as a topic, although it wasn't written by the customer himself. Right?

    Shai



    ------------------------------
    Shai Alon
    Staff Software Engineer
    ------------------------------



  • 4.  RE: Topics -External participant setting picking up topic on previous replies in emails

    Posted 05-19-2025 18:20
    No replies, thread closed.

    Hi Shai,

    Just confirming, the Participants variable is set to External, as shown in your clip above.
    In regards to the scenario,

    The Topic is set up to recognise Phrase xyz, with Participant = External

    1. An email is received from the customer - no Phrase xyz so topic not detected

    2. The email is replied to by our internal agent, with Phrase xyz but Participant = External so topic not detected

    3. The customer then replies back to the agents, with NO Phrase xzy but the topic is still detected (even though it was in the text from the agent, not the customer).

    Any help you can give will be most appreciated :-)

    Thanks,

         Lee.



    ------------------------------
    Lee Smith
    Senior Business Analyst Contract
    Genesis Energy
    lee.smith@genesisenergy.co.nz
    ------------------------------

    Original Message


  • 5.  RE: Topics -External participant setting picking up topic on previous replies in emails
    Best Answer

    Posted 05-20-2025 08:56
    No replies, thread closed.

    I checked with some of our team in STA, and they pointed out that there is already an epic in scoping that should fix it.

    @leor greber, can you please shed more light here?

    Shai



    ------------------------------
    Shai Alon
    Staff Software Engineer
    STA group
    shai.alon@genesys.com
    ------------------------------

    Original Message


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