Genesys Cloud - Main

We are trying to use the feature in the Inbound Email Flows to disconnect auto-generated emails. When we put it on "disconnect" none of our emails are coming through. We want to use the disconnect function to remove auto-generated emails, such as out-of-office emails.

Does anyone have a suggestion or fix on why it disconnects all of our emails that come through and not just the ones that are actual out-of-office emails? 

Are set up is a Microsoft Outlook box that has a redirect rule on it to send the emails into Genesys.

Also, do you happen to know if these emails go anywhere in Genesys where you can locate them?

Thanks in advance. 

#EmailFlow

#ArchitectFunction

#InboundEMail

Hey Corey,

Does this happen to all emails sent from Outlook to Genesys? For instance, can you try composing an email and sending it instead of having the email redirected by a rule?

We are trying to use the feature in the Inbound Email Flows to disconnect auto-generated emails. When we put it on "disconnect" none of our emails are coming through. We want to use the disconnect function to remove auto-generated emails, such as out-of-office emails.

Does anyone have a suggestion or fix on why it disconnects all of our emails that come through and not just the ones that are actual out-of-office emails? 

Are set up is a Microsoft Outlook box that has a redirect rule on it to send the emails into Genesys.

Also, do you happen to know if these emails go anywhere in Genesys where you can locate them?

Thanks in advance. 

#EmailFlow

#ArchitectFunction

#InboundEMail

In the Email setup, did you turn on Spam detection and what are you doing with them - disconnecting or sending to a queue.  If you don't use that setting in the flow, are you getting Emails at all?  

An alternative would be a decision looking for the Boolean Email.message.autoGenerated.

Hey Corey,

Does this happen to all emails sent from Outlook to Genesys? For instance, can you try composing an email and sending it instead of having the email redirected by a rule?

We are trying to use the feature in the Inbound Email Flows to disconnect auto-generated emails. When we put it on "disconnect" none of our emails are coming through. We want to use the disconnect function to remove auto-generated emails, such as out-of-office emails.

Does anyone have a suggestion or fix on why it disconnects all of our emails that come through and not just the ones that are actual out-of-office emails? 

Are set up is a Microsoft Outlook box that has a redirect rule on it to send the emails into Genesys.

Also, do you happen to know if these emails go anywhere in Genesys where you can locate them?

Thanks in advance. 

#EmailFlow

#ArchitectFunction

#InboundEMail

We are trying to use the feature in the Inbound Email Flows to disconnect auto-generated emails. When we put it on "disconnect" none of our emails are coming through. We want to use the disconnect function to remove auto-generated emails, such as out-of-office emails.

Does anyone have a suggestion or fix on why it disconnects all of our emails that come through and not just the ones that are actual out-of-office emails? 

Are set up is a Microsoft Outlook box that has a redirect rule on it to send the emails into Genesys.

Also, do you happen to know if these emails go anywhere in Genesys where you can locate them?

Thanks in advance. 

#EmailFlow

#ArchitectFunction

#InboundEMail

I have support case open for similar issue. Support wasn't helpful, but my tests conclude that every email, that is redirected from outlook via redirect rule, is marked as auto-generated email.

I would recommend you set architect inbound email setting to process as normal all inbound auto-generated emails and then check for some text in body or subject of email to determine if emails are out-of-office emails or not.

I believe there is another solution with email forwarding on outlook, which does not mark emails as auto-generated by default. But this option hasn't been tested from my part yet.

Hope any of this information helps.

We are trying to use the feature in the Inbound Email Flows to disconnect auto-generated emails. When we put it on "disconnect" none of our emails are coming through. We want to use the disconnect function to remove auto-generated emails, such as out-of-office emails.

Does anyone have a suggestion or fix on why it disconnects all of our emails that come through and not just the ones that are actual out-of-office emails? 

Are set up is a Microsoft Outlook box that has a redirect rule on it to send the emails into Genesys.

Also, do you happen to know if these emails go anywhere in Genesys where you can locate them?

Thanks in advance. 

#EmailFlow

#ArchitectFunction

#InboundEMail

This is very helpful. We have been looking into the code on the backend of the message. If you open the email in Outlook and then click view message details you can see a section that says something like auto-generated: auto-submitted. We think if that information is not present it automatically fails and disconnects the email. I may change the email box to forward to Genesys vs. Redirect and see if I have the same problem.

I have support case open for similar issue. Support wasn't helpful, but my tests conclude that every email, that is redirected from outlook via redirect rule, is marked as auto-generated email.

I would recommend you set architect inbound email setting to process as normal all inbound auto-generated emails and then check for some text in body or subject of email to determine if emails are out-of-office emails or not.

I believe there is another solution with email forwarding on outlook, which does not mark emails as auto-generated by default. But this option hasn't been tested from my part yet.

Hope any of this information helps.

We are trying to use the feature in the Inbound Email Flows to disconnect auto-generated emails. When we put it on "disconnect" none of our emails are coming through. We want to use the disconnect function to remove auto-generated emails, such as out-of-office emails.

Does anyone have a suggestion or fix on why it disconnects all of our emails that come through and not just the ones that are actual out-of-office emails? 

Are set up is a Microsoft Outlook box that has a redirect rule on it to send the emails into Genesys.

Also, do you happen to know if these emails go anywhere in Genesys where you can locate them?

Thanks in advance. 

#EmailFlow

#ArchitectFunction

#InboundEMail