We have recently started email routing, one of the agents have gone on leave and he still have some interaction assigned to him. Can we reassign those Email Interactions to another user? #DigitalChannels #Reporting/Analytics ------------------------------ Gita Jogia Voice Consultant – IT Services ...

RE: On a voice call would like to use script button to trigger a email

Posted By Gita Jogia 11-26-2025 05:27
Found In Egroup: Genesys Cloud - Main \ view thread

Yes please can you share details. ------------------------------ Gita Jogia Voice Consultant – IT Services ------------------------------

RE: 2 different email address goes to same inbound email flow and I want to maintain the email address when replying back.

Posted By Gita Jogia 11-26-2025 00:58
Found In Egroup: Genesys Cloud - Main \ view thread

After testing, I also found that: I have further tested, If you setup email routing to be 'Always route to this queue', it works, the reply comes from the email sender sent on. If you setup email routing to be 'Always route to this flow', and from the flow it routes to a queue, it doesn't works, ...

On a voice call would like to use script button to trigger a email

Posted By Gita Jogia 11-25-2025 22:40
Found In Egroup: Genesys Cloud - Main \ view thread

We want to create a workflow every time an agent has a complaint call. On a voice call, can we setup the script to have a button, so that when it is a complaint call, the agent can press the button which triggers an email with information that agent can enter in. #DigitalChannels #Routing(ACD/IVR) ...

2 different email address goes to same inbound email flow and I want to maintain the email address when replying back.

Posted By Gita Jogia 11-25-2025 20:54
Found In Egroup: Genesys Cloud - Main \ view thread

Can we have 2 different email address e.g. emailA and emailB go to same inbound email flow1 that then goes to queue1. And on queue1, the outbound email address is set as emailA. If an email comes from emailB and when we reply to the email in Genesys, will it show the customer email address emailA or ...

RE: Flow Outcomes help needed

Posted By Gita Jogia 09-15-2025 16:54
Found In Egroup: Genesys Cloud - Main \ view thread

Putting a flush audio action before my 2nd set flow outcome has fixed my issue. thank you ------------------------------ Gita Jogia Voice Consultant – IT Services ------------------------------

Inbound IVR flow (not inqueue flow) check EWT and PIQ

Posted By Gita Jogia 09-15-2025 16:33
Found In Egroup: Genesys Cloud - Main \ view thread

On our Inbound IVR flow (not inqueue flow) can we check EWT and PIQ of one particular queue and depending on outcome offer extra options to the customer. The flow is when customer calls we want the Inbound flow to check if QueueA has less then 2 minutes wait time and No one waiting in the queue. ...

Flow Outcomes help needed

Posted By Gita Jogia 09-15-2025 16:19
Found In Egroup: Genesys Cloud - Main \ view thread

First time using Flow outcomes. 1. I need to report on how many customers pressed Option 2. Option 2 plays a message asking customer to go to a website; therefore, I am expecting customers will hangup after listening to this message. But if customers don't hang up, we want to send them to a queue. ...

How to forward email to an email address from a 'Inbound Email' flow?

Posted By Gita Jogia 08-28-2025 20:43
Found In Egroup: Genesys Cloud - Main \ view thread

How to forward email to an email address from a 'Inbound Email' flow? We are using Custom SMTP Integration for sending outbound emails. The use-case is to receive an inbound email that goes to an "Inbound Email Flow" and forward it to another external email address then disconnect the interaction ...

RE: Email Routing - for outbound emails via Custom SMTP integration can DKIM be used

Posted By Gita Jogia 08-19-2025 03:47
Found In Egroup: Genesys Cloud - Main \ view thread

DKIM is already setup on our servers. However, our messaging team have advised this won't work due to the way SMTP integration works. Does anyone know if they have successfully had authentication working through Custom SMTP integration? ------------------------------ Gita Jogia Voice ...

Email Routing - for outbound emails via Custom SMTP integration can DKIM be used

Posted By Gita Jogia 08-14-2025 07:19
Found In Egroup: Genesys Cloud - Main \ view thread

when sending Outbound emails from Genesys we are using Custom SMTP Integration.(Not using Genesys AWS SES) For email authentication when using Custom SMTP Integration, it uses SPF and DMARC. It doesn't use DKIM. Is there any way to use DKIM and Custom SMTP Integration? #DigitalChannels #Security - ...

How to get Transcript once call ends and not when after-call work ends?

Posted By Gita Jogia 05-14-2025 07:27
Found In Egroup: Genesys Cloud - Main \ view thread

Using API is there any way to get Call Transcript once call ends between the agent and customer and not when after-call work ends? #API/Integrations ------------------------------ Gita Jogia Voice Consultant – IT Services ------------------------------

Profile

Gita Jogia

Contact Details