Paul_HOGIE | 2022-04-08 05:48:09 UTC | #1
Hi community
That certainly is basic questions but I don’t find the answers
Through a flow built with architect, how can I distinguish an inbound mail and a reply email from a customer ? And, How can I identify a customer reply issu from an agent Manuel outbound email? @Jerome.Saint-Marc Many thanks Regards Paul
Jerome.Saint-Marc | 2022-04-09 17:40:24 UTC | #2
Salut Paul,
I haven't used email a lot.
But as far as I know, in order to distinguish first architect flow trigger from other would be to leverage Participant Data. Get Participant Data to check presence/value of an attribute (like a UData KV Pair): no value/empty value (first trigger - then update it with Set Participant data).
Regarding your second question, I don't know for sure. The Email.Message.direction Architect built-in variable will render the direction of the last email message. So in case of a reply to an outbound email (Email interaction created by the agent on behalf of a Queue), it gives "inbound" (as it refers to the reply). So the only thing I can think of would be to leverage a Genesys Cloud Data Action that gets the conversation details (/api/v2/analytics/conversations/{conversationId}/details) using Architect Email.ConversationID built-in variable and that extract the originatingDirection attribute in the response ("outbound" when the agent created the email out). There are maybe simpler ways.
Regards,
Paul_HOGIE | 2022-04-10 09:52:04 UTC | #3
salut @Jerome.Saint-Marc ,
j'espère que tu vas bien ;) depuis toutes ces années
Many thanks for your answer ,I checke and come back to you
system | 2022-05-10 18:54:59 UTC | #4
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