Hi all,

Is it possible to send an email to an external contact's email address from an inbound voice interaction?

I've been asked to present the caller (who will usually be a known external contact) with a menu option along the lines of "press 1 to have instructions sent to you, or press 2 to speak to an agent."

The idea would be if the caller selects 1, a pre-configured (queue specific) email is automatically sent to their known email address.

Would be great to hear the collective thoughts of the community; thanks in advance.
#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Paul Graney
Telstra Corporation Ltd
------------------------------

If you are using External Contacts, agents can use channel switching to send an email they are on the phone:  https://help.mypurecloud.com/articles/switch-channels-for-an-interaction/

Currently, there is not an Agentless API to send Email.  That is due out in April or May which would allow you to send an email via a data action.  You still need to have a relationship in External Contacts or a CRM to find the email address. 

An alternative is to send them a link via SMS and the Agentless SMS API that can be initiated with a data action and use their phone number as the address.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 02-09-2022 19:35
From: Paul Graney
Subject: Send email from an inbound voice interaction?

Hi all,

Is it possible to send an email to an external contact's email address from an inbound voice interaction?

I've been asked to present the caller (who will usually be a known external contact) with a menu option along the lines of "press 1 to have instructions sent to you, or press 2 to speak to an agent."

The idea would be if the caller selects 1, a pre-configured (queue specific) email is automatically sent to their known email address.

Would be great to hear the collective thoughts of the community; thanks in advance.
#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Paul Graney
Telstra Corporation Ltd
------------------------------

Thanks Robert,

Ideally we'd like to stop the call from getting to the agent, but the channel switching may be a good alternative until the agentless API for email is a reality.

Thanks for the response.

------------------------------
Paul Graney
Telstra Corporation Ltd
------------------------------

Original Message:
Sent: 02-09-2022 20:48
From: Robert Wakefield-Carl
Subject: Send email from an inbound voice interaction?

If you are using External Contacts, agents can use channel switching to send an email they are on the phone:  https://help.mypurecloud.com/articles/switch-channels-for-an-interaction/

Currently, there is not an Agentless API to send Email.  That is due out in April or May which would allow you to send an email via a data action.  You still need to have a relationship in External Contacts or a CRM to find the email address.

An alternative is to send them a link via SMS and the Agentless SMS API that can be initiated with a data action and use their phone number as the address.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-09-2022 19:35
From: Paul Graney
Subject: Send email from an inbound voice interaction?

Hi all,

Is it possible to send an email to an external contact's email address from an inbound voice interaction?

I've been asked to present the caller (who will usually be a known external contact) with a menu option along the lines of "press 1 to have instructions sent to you, or press 2 to speak to an agent."

The idea would be if the caller selects 1, a pre-configured (queue specific) email is automatically sent to their known email address.

Would be great to hear the collective thoughts of the community; thanks in advance.
#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Paul Graney
Telstra Corporation Ltd
------------------------------

Hi Robert, do you know if the agentless email API is released? Thanks.

------------------------------
Matthew Raleigh
Contact Center Engineer L2
Broker Solutions, Inc. DBA New American Funding
------------------------------

Original Message:
Sent: 02-09-2022 20:48
From: Robert Wakefield-Carl
Subject: Send email from an inbound voice interaction?

If you are using External Contacts, agents can use channel switching to send an email they are on the phone:  https://help.mypurecloud.com/articles/switch-channels-for-an-interaction/

Currently, there is not an Agentless API to send Email.  That is due out in April or May which would allow you to send an email via a data action.  You still need to have a relationship in External Contacts or a CRM to find the email address.

An alternative is to send them a link via SMS and the Agentless SMS API that can be initiated with a data action and use their phone number as the address.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-09-2022 19:35
From: Paul Graney
Subject: Send email from an inbound voice interaction?

Hi all,

Is it possible to send an email to an external contact's email address from an inbound voice interaction?

I've been asked to present the caller (who will usually be a known external contact) with a menu option along the lines of "press 1 to have instructions sent to you, or press 2 to speak to an agent."

The idea would be if the caller selects 1, a pre-configured (queue specific) email is automatically sent to their known email address.

Would be great to hear the collective thoughts of the community; thanks in advance.
#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Paul Graney
Telstra Corporation Ltd
------------------------------

From what I see, around the end of June (6/22).    It is currently available on the Preview APIs:  https://developer.genesys.cloud/platform/preview-apis

https://developer.genesys.cloud/platform/preview-apis?requestConfig=eyJvcGVyYXRpb25JZCI6InBvc3RDb252ZXJzYXRpb25zRW1haWxzQWdlbnRsZXNzIiwiaGVhZGVycyI6W119#post-api-v2-conversations-emails-agentless

https://developer.genesys.cloud/platform/preview-apis#post-api-v2-conversations-emails-agentless



------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 05-24-2022 11:20
From: Matthew Raleigh
Subject: Send email from an inbound voice interaction?

Hi Robert, do you know if the agentless email API is released? Thanks.

------------------------------
Matthew Raleigh
Contact Center Engineer L2
Broker Solutions, Inc. DBA New American Funding

Original Message:
Sent: 02-09-2022 20:48
From: Robert Wakefield-Carl
Subject: Send email from an inbound voice interaction?

If you are using External Contacts, agents can use channel switching to send an email they are on the phone:  https://help.mypurecloud.com/articles/switch-channels-for-an-interaction/

Currently, there is not an Agentless API to send Email.  That is due out in April or May which would allow you to send an email via a data action.  You still need to have a relationship in External Contacts or a CRM to find the email address.

An alternative is to send them a link via SMS and the Agentless SMS API that can be initiated with a data action and use their phone number as the address.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-09-2022 19:35
From: Paul Graney
Subject: Send email from an inbound voice interaction?

Hi all,

Is it possible to send an email to an external contact's email address from an inbound voice interaction?

I've been asked to present the caller (who will usually be a known external contact) with a menu option along the lines of "press 1 to have instructions sent to you, or press 2 to speak to an agent."

The idea would be if the caller selects 1, a pre-configured (queue specific) email is automatically sent to their known email address.

Would be great to hear the collective thoughts of the community; thanks in advance.
#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Paul Graney
Telstra Corporation Ltd
------------------------------

Thanks for the info, Robert.

------------------------------
Matthew Raleigh
Contact Center Engineer L3
Broker Solutions, Inc. DBA New American Funding
------------------------------

Original Message:
Sent: 05-24-2022 11:35
From: Robert Wakefield-Carl
Subject: Send email from an inbound voice interaction?

From what I see, around the end of June (6/22).    It is currently available on the Preview APIs:  https://developer.genesys.cloud/platform/preview-apis

https://developer.genesys.cloud/platform/preview-apis?requestConfig=eyJvcGVyYXRpb25JZCI6InBvc3RDb252ZXJzYXRpb25zRW1haWxzQWdlbnRsZXNzIiwiaGVhZGVycyI6W119#post-api-v2-conversations-emails-agentless

https://developer.genesys.cloud/platform/preview-apis#post-api-v2-conversations-emails-agentless



------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 05-24-2022 11:20
From: Matthew Raleigh
Subject: Send email from an inbound voice interaction?

Hi Robert, do you know if the agentless email API is released? Thanks.

------------------------------
Matthew Raleigh
Contact Center Engineer L2
Broker Solutions, Inc. DBA New American Funding

Original Message:
Sent: 02-09-2022 20:48
From: Robert Wakefield-Carl
Subject: Send email from an inbound voice interaction?

If you are using External Contacts, agents can use channel switching to send an email they are on the phone:  https://help.mypurecloud.com/articles/switch-channels-for-an-interaction/

Currently, there is not an Agentless API to send Email.  That is due out in April or May which would allow you to send an email via a data action.  You still need to have a relationship in External Contacts or a CRM to find the email address.

An alternative is to send them a link via SMS and the Agentless SMS API that can be initiated with a data action and use their phone number as the address.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-09-2022 19:35
From: Paul Graney
Subject: Send email from an inbound voice interaction?

Hi all,

Is it possible to send an email to an external contact's email address from an inbound voice interaction?

I've been asked to present the caller (who will usually be a known external contact) with a menu option along the lines of "press 1 to have instructions sent to you, or press 2 to speak to an agent."

The idea would be if the caller selects 1, a pre-configured (queue specific) email is automatically sent to their known email address.

Would be great to hear the collective thoughts of the community; thanks in advance.
#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Paul Graney
Telstra Corporation Ltd
------------------------------

Hi Paul, were you able to implement above requirement. Actually I am trying to implement something similar to this. Please let me know further details about implementations 

------------------------------
Prasheel Tawar
Infosys Limited
------------------------------

Original Message:
Sent: 02-09-2022 19:35
From: Paul Graney
Subject: Send email from an inbound voice interaction?

Hi all,

Is it possible to send an email to an external contact's email address from an inbound voice interaction?

I've been asked to present the caller (who will usually be a known external contact) with a menu option along the lines of "press 1 to have instructions sent to you, or press 2 to speak to an agent."

The idea would be if the caller selects 1, a pre-configured (queue specific) email is automatically sent to their known email address.

Would be great to hear the collective thoughts of the community; thanks in advance.
#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Paul Graney
Telstra Corporation Ltd
------------------------------