Genesys Cloud - Main

Hey all,

We are currently working to implement email routing and we are having issues with inbound emails that are routing through the ACD system.

Basically we have multiple email routes and when an email comes through the ACD, in addition to the customer's email address it's also appending our other company email addresses. The agents are replying and it's causing their responses to route back to the queue due to the additional email addresses. The only known fix that we have is for the agent to manually go in and remove the additional emails at the beginning of the email chain. This is tedious and time consuming and I would think there is another way around this.

The only thing that we can think to solve the issue is to simplify our email routing, and I'm unsure if we're going to be able to simplify it to the point where only one email address (the customer's in this case) is coming through. Is there possibly another way to resolve this, perhaps through architect?
#Routing(ACD/IVR)
#Unsure/Other

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Jonathan LeBlanc
Outdoor Network, LLC
------------------------------

Hi Jonathan,

We had the same issue when setting up our email routing. We resolved this outside Purecloud by setting up a separate email address not routed to the same queue as a BCC email address. Assuming the email address routed to the queu is askme@zz.com, we set up a separate BCC email address, notifications@zz.com. That way the agent's response won't appear as a new email.

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Morris Mbae
BRITAM
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Original Message:
Sent: 11-16-2019 12:08
From: Jonathan LeBlanc
Subject: Purecloud routed email appending additional email addresses

Hey all,

We are currently working to implement email routing and we are having issues with inbound emails that are routing through the ACD system.

Basically we have multiple email routes and when an email comes through the ACD, in addition to the customer's email address it's also appending our other company email addresses. The agents are replying and it's causing their responses to route back to the queue due to the additional email addresses. The only known fix that we have is for the agent to manually go in and remove the additional emails at the beginning of the email chain. This is tedious and time consuming and I would think there is another way around this.

The only thing that we can think to solve the issue is to simplify our email routing, and I'm unsure if we're going to be able to simplify it to the point where only one email address (the customer's in this case) is coming through. Is there possibly another way to resolve this, perhaps through architect?
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Jonathan LeBlanc
Outdoor Network, LLC
------------------------------

If you are redirecting email from your email server make sure to follow this piece in the documentation: 

Note: If you forward email to PureCloud and you see the forwarding address on replies to customers, set the forwarding address as the Reply To. https://help.mypurecloud.com/articles/email-routing-scenarios/

We don't add email addresses to the emails you send unless you explicitly specify it in PureCloud admin so I'm not sure what else could be causing this behavior.



------------------------------
Lucie DeCristofaro
Genesys - Employees
------------------------------

Original Message:
Sent: 11-16-2019 12:08
From: Jonathan LeBlanc
Subject: Purecloud routed email appending additional email addresses

Hey all,

We are currently working to implement email routing and we are having issues with inbound emails that are routing through the ACD system.

Basically we have multiple email routes and when an email comes through the ACD, in addition to the customer's email address it's also appending our other company email addresses. The agents are replying and it's causing their responses to route back to the queue due to the additional email addresses. The only known fix that we have is for the agent to manually go in and remove the additional emails at the beginning of the email chain. This is tedious and time consuming and I would think there is another way around this.

The only thing that we can think to solve the issue is to simplify our email routing, and I'm unsure if we're going to be able to simplify it to the point where only one email address (the customer's in this case) is coming through. Is there possibly another way to resolve this, perhaps through architect?
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Jonathan LeBlanc
Outdoor Network, LLC
------------------------------

Messages forwarded through an email alias retain the original SMTP envelope sender and recipient. So it's expected to have the following on PureCloud when replying to the customers:

From: <Alias>
To: <Real e-mail>; <Customer e-mail>

If the message is a Blind Carbon Copy, the recipient(PureCloud) can only tell whether the message was forwarded through the alias by examining the message headers. This fix the issue and users don't have to delete the e-mail address anymore.

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 11-19-2019 09:40
From: Lucie DeCristofaro
Subject: Purecloud routed email appending additional email addresses

If you are redirecting email from your email server make sure to follow this piece in the documentation:

Note: If you forward email to PureCloud and you see the forwarding address on replies to customers, set the forwarding address as the Reply To. https://help.mypurecloud.com/articles/email-routing-scenarios/

We don't add email addresses to the emails you send unless you explicitly specify it in PureCloud admin so I'm not sure what else could be causing this behavior.



------------------------------
Lucie DeCristofaro
Genesys - Employees

Original Message:
Sent: 11-16-2019 12:08
From: Jonathan LeBlanc
Subject: Purecloud routed email appending additional email addresses

Hey all,

We are currently working to implement email routing and we are having issues with inbound emails that are routing through the ACD system.

Basically we have multiple email routes and when an email comes through the ACD, in addition to the customer's email address it's also appending our other company email addresses. The agents are replying and it's causing their responses to route back to the queue due to the additional email addresses. The only known fix that we have is for the agent to manually go in and remove the additional emails at the beginning of the email chain. This is tedious and time consuming and I would think there is another way around this.

The only thing that we can think to solve the issue is to simplify our email routing, and I'm unsure if we're going to be able to simplify it to the point where only one email address (the customer's in this case) is coming through. Is there possibly another way to resolve this, perhaps through architect?
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Jonathan LeBlanc
Outdoor Network, LLC
------------------------------