I have 3 company email addresses.
One@mycompany.comTwo@mycompany.comThree@mycompany.comI have 3 emails in purecloud to correspond/forward to them as required.
One@mycompany.pure.cloudTwo@mycompany.pure.cloudThree@mycompany.pure.cloudEach Pure.cloud is set to email as if it came from the original address, and have an autoresponder that says [...please wait] before they dump into a queue named "Insurance Email"
I email
one@mycompany.comI get a autoreply from
one@mycompany.comI get an agent response from
Three@mycompany.pure.cloudThis is wrong, it is properly defined under the email address under ALL applicable fields under the email address to have the to and from fields as
one@mycompany.com. I do not define ANYTHING related to an email address in the logic.
I repeat the test using
Two@mycompany.comAuto-reply is correct.
Agent (Different one) is incorrect, coming in from
Three@mycompany.pure.cloudI Repeat the test using
Three@mycompany.com.
Auto-reply is correct.
Agent Reply is correct.
I delete
three@mycompany.pure.cloud and I make
four@mycompany.com and
four@mycompany.pure.cloud, along with logic to correspond to the above. I make it entirely from scratch.
I Send a email from my Gmail to
one@mycompany.comAuto-reply is from
one@mycompany.comAgent reply is now
two@mycompany.pure.cloudThis is incorrect, as it should have been
one@mycompany.com. I could have even understood
Three@mycompany.pure.cloud as that was what it was before.
I don't know how to proceed. We have no email in-queue flows that are currently in use. No email addresses are defined in the logic. Email addresses themselves are properly configured best I can tell and judging by the auto-response.
Help please!
#ArchitectureandDesign#DigitalChannels#Routing(ACD/IVR)#SystemAdministration#Unsure/Other------------------------------
Nathan McKay
Insite Support Services, Inc.
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