Genesys Cloud - Main

Hey guys,

We've got a unique scenario here that I'm working on getting an answer for. Currently we've got our main company domains all set up and working. However there were some pretty important email addresses that were being used that were left undocumented. After we got our domains added to Purecloud, the employees that were being forwarded those emails for that specific address came back and said they were no longer receiving the emails that they needed to get their job done. 

Our temporary fix was to set those addresses up in Purecloud under our domains and route them to a queue and someone is assigned to that queue and manually forwards each email. 

I am trying to see if there is a way to automatically forward those emails through the use of Architect. After doing some digging, It doesn't look like this is even possible as Architect primarily handles routing the interaction once it reaches Purecloud and the specific flow.
#Unsure/Other

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Jonathan LeBlanc
Outdoor Network, LLC
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I'm not sure I'm getting a clear picture of what you are doing, but can you add the required external email addresses in the BCC of the auto-reply you (I presume) send from Architect when the email comes in?

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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 01-23-2020 12:29
From: Jonathan LeBlanc
Subject: Auto-forwarding emails to an external email w/ Architect

Hey guys,

We've got a unique scenario here that I'm working on getting an answer for. Currently we've got our main company domains all set up and working. However there were some pretty important email addresses that were being used that were left undocumented. After we got our domains added to Purecloud, the employees that were being forwarded those emails for that specific address came back and said they were no longer receiving the emails that they needed to get their job done.

Our temporary fix was to set those addresses up in Purecloud under our domains and route them to a queue and someone is assigned to that queue and manually forwards each email.

I am trying to see if there is a way to automatically forward those emails through the use of Architect. After doing some digging, It doesn't look like this is even possible as Architect primarily handles routing the interaction once it reaches Purecloud and the specific flow.
#Unsure/Other

------------------------------
Jonathan LeBlanc
Outdoor Network, LLC
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Hi @George Ganahl in email architect, I was trying to add a cc/bcc address to "send auto reply" action, but neither MakeEmailAddress("{email}") nor MakeList("{email}") worked.
MakeEmailAddress did work for Override from/ reply to", but not for cc/ bcc..
What expression should I use?
Thanks

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Nuphar Schwartz
Sproutt Insurance
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Original Message:
Sent: 01-23-2020 13:40
From: George Ganahl
Subject: Auto-forwarding emails to an external email w/ Architect

I'm not sure I'm getting a clear picture of what you are doing, but can you add the required external email addresses in the BCC of the auto-reply you (I presume) send from Architect when the email comes in?

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 01-23-2020 12:29
From: Jonathan LeBlanc
Subject: Auto-forwarding emails to an external email w/ Architect

Hey guys,

We've got a unique scenario here that I'm working on getting an answer for. Currently we've got our main company domains all set up and working. However there were some pretty important email addresses that were being used that were left undocumented. After we got our domains added to Purecloud, the employees that were being forwarded those emails for that specific address came back and said they were no longer receiving the emails that they needed to get their job done.

Our temporary fix was to set those addresses up in Purecloud under our domains and route them to a queue and someone is assigned to that queue and manually forwards each email.

I am trying to see if there is a way to automatically forward those emails through the use of Architect. After doing some digging, It doesn't look like this is even possible as Architect primarily handles routing the interaction once it reaches Purecloud and the specific flow.
#Unsure/Other

------------------------------
Jonathan LeBlanc
Outdoor Network, LLC
------------------------------