Cressida,
I'm afraid that Genesys Cloud probably doesn't have the native capability to scan attachments for content. However, you can most likely get some inspiration from this Blueprint and modify it to also scan attachments: https://developer.genesys.cloud/blueprints/email-aws-comprehend-blueprint/. The Blueprint shows how to scan an email subject and body, using AWS Comprehend to identify intent, and then return that info to the Architect flow for routing. You most likely can extend that and send the attachments to AWS as well.
Note, I just noticed you are using Genesys Multicloud CX. That system is a bit different than Genesys Cloud, but you should be able to apply the same concepts within Designer.
I hope it helps.
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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
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Original Message:
Sent: 11-21-2023 13:32
From: Cressida Gioiella
Subject: Email Routing based on key words in an attachment
Hello-
In my search I was not able to find anything on this topic. Can someone assist or provide the link(s) to any of the articles. We are adding skill based routing to our emails for the back office associates. Our customer base sends in attachments with applications, or forms, and at times there is nothing in the body of the email. The subject line may or may not contain key words.
I have read that there is a way to add routing for attachments https://community.genesys.com/digestviewer29/viewthread?GroupId=55&MessageKey=1ed519fd-9271-4bfc-8a81-950f3c9d0f6c&CommunityKey=cf214c8f-5206-4010-9b2c-2085cbd65a44
We want this to go one level deeper. Can we code it to see the attachment, see a key word in the attachment then route it to a specific group.
thank you
#ArchitectureandDesign
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Cressida Gioiella
Massachusetts Mutual Life Insurance Company
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