Hi all,

Trying to get answers here about an email issue we have whereby some emails are being automatically disconnected in Genesys Cloud before they even make it to an inbound flow. The duration of these email conversations is less than 1 second. We have turned off the option that disconnects interaction considered spam and instead route it to the email flow but the issue still remains. Anyone else encountered a similar behaviour before that they can advise us on what might be happening?

Thanks,

Amit

If you are routing your emails via a flow, you may need to check your error event handling settings, by default it is set to disconnect interactions.

And if for any reason the email that was sent to that flow runs into an error, the system will disconnect it immediately. 

Hi all,

Trying to get answers here about an email issue we have whereby some emails are being automatically disconnected in Genesys Cloud before they even make it to an inbound flow. The duration of these email conversations is less than 1 second. We have turned off the option that disconnects interaction considered spam and instead route it to the email flow but the issue still remains. Anyone else encountered a similar behaviour before that they can advise us on what might be happening?

Thanks,

Amit

Thanks for the suggestion. We'll give that a try and see if it solves the issue!

If you are routing your emails via a flow, you may need to check your error event handling settings, by default it is set to disconnect interactions.

And if for any reason the email that was sent to that flow runs into an error, the system will disconnect it immediately. 

Hi all,

Trying to get answers here about an email issue we have whereby some emails are being automatically disconnected in Genesys Cloud before they even make it to an inbound flow. The duration of these email conversations is less than 1 second. We have turned off the option that disconnects interaction considered spam and instead route it to the email flow but the issue still remains. Anyone else encountered a similar behaviour before that they can advise us on what might be happening?

Thanks,

Amit

Hello Amit!! did you find the error? Did you try checking the event handling?

thanks, regards

Thanks for the suggestion. We'll give that a try and see if it solves the issue!

If you are routing your emails via a flow, you may need to check your error event handling settings, by default it is set to disconnect interactions.

And if for any reason the email that was sent to that flow runs into an error, the system will disconnect it immediately. 

Hi all,

Trying to get answers here about an email issue we have whereby some emails are being automatically disconnected in Genesys Cloud before they even make it to an inbound flow. The duration of these email conversations is less than 1 second. We have turned off the option that disconnects interaction considered spam and instead route it to the email flow but the issue still remains. Anyone else encountered a similar behaviour before that they can advise us on what might be happening?

Thanks,

Amit