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  • 1.  Parking emails

    Posted 02-22-2022 10:43
    No replies, thread closed.
    Is there a way an agent can "park" an email?  This would mean they need to keep the email somewhere so they can follow up on it at a later date.
    #Ask Me Anything (AMA)

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    Heather Higginbotham
    Cox Automotive Corporate Services, LLC
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  • 2.  RE: Parking emails

    Posted 02-26-2022 18:55
    No replies, thread closed.
    There is some idea on the site about this: Digital asynchronous interactions - Park | Genesys Cloud Ideas Portal (aha.io) which has been accepted but I don't see it on the official roadmap yet.  

    In the meantime, you can use Email Ninja:  Genesys AppFoundry - Genesys Cloud Email Ninja (mypurecloud.com) or you can designate a queue for manual pickup and have agents pickup from that queue, but they need access to the Queue Activity View.  There is another idea about manual assignment from the Interactions view to get around this in the future:  Add manual assignment functionality to | Genesys Cloud Ideas Portal (aha.io)  as well as one that will allow viewing of the subject in the Queue Activity view:  Manual Assignment - support email search | Genesys Cloud Ideas Portal (aha.io)

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Parking emails

    Posted 02-28-2022 08:12
    No replies, thread closed.
    Thanks for suggesting these work-arounds, Robert - they are probably the best solutions available currently.   There are lots of discussions on this topic happening in PM and there's hope that with the workbin support we are introducing for task routing will be able to be made extensible to other media like email.  We haven't worked out the specifics on this yet but continue to figure out the best path forward on this idea as it is highly requested and something we do plan to deliver.

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    Chris Bohlin
    Product Manager - PureCloud
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    Original Message


  • 4.  RE: Parking emails

    Posted 07-14-2022 14:50
    No replies, thread closed.

    Hi @Chris Bohlin

    Do you have any update release of this feature?​



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    Vincent Sabolboro
    ATB Financial
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    Original Message


  • 5.  RE: Parking emails

    Posted 04-24-2022 20:42
    No replies, thread closed.
    You can look at a more advanced email app for Genesys Cloud:
    https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f

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    Maksim Gill
    Eccentex, Inc.
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    Original Message


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