Hello @George Ganahl
Is there any guide or a link for more details about preffered agent ?
this is the last update from genesys :
There is no way to disable the threading from the Genesys side as this is an automatic feature in the system. Per our previous work note:
Email threading is done through "In reply to" header and the "References" header. There is no way to turn off the threading if you are email from Genesys Cloud to somewhere else. It also states in the documentation that: "When a customer replies to an existing email from their email client, Genesys Cloud threads the email with the previous message and the agent receives the full email thread history."
However, it could be possible if you can make changes on these headers (e.g., from your email client) prior to sending it to Genesys Cloud. Here are the documentation regarding email threading.
Please go throgh the below link for more clarity.
https://help.mypurecloud.com/faqs/how-does-genesys-cloud-thread-email-messages/
https://help.mypurecloud.com/faqs/what-happens-when-a-single-email-is-sent-to-two-or-more-acd-email-addresses-in-genesys-cloud/
"If you want to modify these headers, please refer to the team in your org responsible for your mailbox to make these changes."
How the customer can do this from his side ?
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Mohssine ABBASSI
Orange SA
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Original Message:
Sent: 04-28-2023 12:59
From: George Ganahl
Subject: email threading
No, you cannot disable it (that I am aware of).
You can use Preferred Agent Routing to bypass the feature...
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George Ganahl GCP (Genesys Cloud), CCXP
Principal PS Consultant
Genesys
Original Message:
Sent: 03-01-2023 09:35
From: lou boudreau
Subject: email threading
can the email threading feature be disabled. users are missing emails because they are unaccustomed to the threading feature.
#DigitalChannels
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lou boudreau
Orange Business Services U.S., Inc.
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