Daniel_Ross | 2021-12-10 20:32:18 UTC | #1
Is it possible for data actions to take information from an interaction and email them?
For example, I'd like to send an email to a specific email address if chat participants wish to send a message or if a wrap-up code holds a certain value.
Jason_Mathison | 2021-12-10 21:17:00 UTC | #2
So there are a couple of parts to this.
First, there isn't any native support for sending emails from a data action, nor am I aware of the platform having that capability (AFAIK email support is for replying to inbound emails).
A couple of options then are to send the email via a email service with a REST interface or by creating an AWS lambda that can send the email for you. If you have an AWS account I would guess a lambda and AWS SES would be pretty easy to put together.
The second part of this is that you it seems like you want to be able to react to events, like a call getting a wrap-up code. I will put you in touch with our PM about this.
--Jason
Richard.Schott | 2021-12-10 21:22:52 UTC | #3
To follow up on what Jason said, there is a new feature we're working on which is currently in beta, called "Triggers". The API resources for this can be found here: https://developer.genesys.cloud/api/rest/v2/previewapis/ under /processAutomation/triggers
A trigger will allow you to "react" to an event within Genesys Cloud by executing a workflow. The trigger could be configured to only fire when a particular wrapup code is present, and the workflow could contain a data action to add a new entry to an email campaign (https://help.mypurecloud.com/articles/create-an-email-messaging-campaign/). This would allow you to implement a standardized email template, and plug in the relevant information for the receiver, which would seem to fit the bill for your use case.
anon39326996 | 2021-12-10 21:58:53 UTC | #4
Alongside email campaigns, we are also working on the ability to simply send an agentless email, which may work even better for your use case. Look out for that in release notes. Note that this will be available only to customers with GC3 license at this time.
system | 2022-01-10 21:59:08 UTC | #5
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