Hakan_Andersson | 2023-05-31 15:21:29 UTC | #1
Hi!
I'm wondering if there is a set logic for a case when a customer sets several email addresses that are configured in genesys cloud in the 'to'-field for an inbound email.
eg. the customer addresses the email to both customerservice@company.com (queue customerservice) and complaints@company.com (queue complaints), and both these addresses are picked up and routed in genesys cloud.
It seems that there is only one interaction created; but I wanted to know if the selection of which queue to use is made at random or if it's predefined (for instance by selecting the first entry in the to-field).
thanks
tim.smith | 2023-05-31 15:24:34 UTC | #2
The Genesys Cloud Community Forum or opening a case with Care is a more appropriate avenue for general behavior questions like this. The developer forum focuses on customizations and API usage.
Hakan_Andersson | 2023-06-01 06:23:38 UTC | #3
Hi Tim,
sure, I'll ask the question there instead.
thanks
edit: here's a link to the question I asked in community forum for anybody stumbling on to this topic: https://community.genesys.com/discussion/inbound-email-with-several-genesys-cloud-addresses-in-to-field#bm3776dde2-0cc0-4a8e-a248-d3021099cdc3
system | 2023-07-02 05:57:05 UTC | #4
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 20205