Genesys Cloud - Main

I'm new to the email aspect of the system.  We would like to build a flow that would direct email to different queues based on the body of the email containing specific words.  For example, we can check the email body for "scenario 1", and route to queue A, and then search for "scenario 2" would route to queue B, and the rest to queue 3.  

Is this possible, and if so, which tool in architect should I look into further?

Thanks in advance for any suggestions.

Architect has a built in variable for the email, use Email.Message.body to get the contents of the body.  Use either the Contains or FindString expressions to look for your keywords.  Use the overloads that let you not care about casing differences in the words.

I'm new to the email aspect of the system.  We would like to build a flow that would direct email to different queues based on the body of the email containing specific words.  For example, we can check the email body for "scenario 1", and route to queue A, and then search for "scenario 2" would route to queue B, and the rest to queue 3.  

Is this possible, and if so, which tool in architect should I look into further?

Thanks in advance for any suggestions.

Thanks Melissa for the help!  

Architect has a built in variable for the email, use Email.Message.body to get the contents of the body.  Use either the Contains or FindString expressions to look for your keywords.  Use the overloads that let you not care about casing differences in the words.

I'm new to the email aspect of the system.  We would like to build a flow that would direct email to different queues based on the body of the email containing specific words.  For example, we can check the email body for "scenario 1", and route to queue A, and then search for "scenario 2" would route to queue B, and the rest to queue 3.  

Is this possible, and if so, which tool in architect should I look into further?

Thanks in advance for any suggestions.

Hello Tom,

I recently crafted something like this for one of my clients. Here, I've outlined the key steps to construct the architect flow:

• Set up a Data Table to store keywords, including the Queue ID.
• Create an Action for the Data Table to capture all keywords in JSON format.
• Within the Architect flow, establish a Call Data Action block to incorporate all keywords into an Array variable.
• Implement a loop to count the keywords.
• Employ an Update Data block, utilizing the Lower function with your keyword.
• Integrate a Decision Block with the Contains function to compare Email.Message.body with the keywords.

Note: Ensure to lowercase and trim Email.Message.body, updating it in a String variable.

• If the condition is met, utilize the Data Table block. Input the keyword to retrieve the Queue ID in the output variable.
• Direct the call to the matched Queue ID.

I trust that the breakdown above will assist you in conceptualizing and designing your architectural flow.

Thanks Melissa for the help!  

Architect has a built in variable for the email, use Email.Message.body to get the contents of the body.  Use either the Contains or FindString expressions to look for your keywords.  Use the overloads that let you not care about casing differences in the words.

I'm new to the email aspect of the system.  We would like to build a flow that would direct email to different queues based on the body of the email containing specific words.  For example, we can check the email body for "scenario 1", and route to queue A, and then search for "scenario 2" would route to queue B, and the rest to queue 3.  

Is this possible, and if so, which tool in architect should I look into further?

Thanks in advance for any suggestions.

Within the Architect flow, establish a Call Data Action block to incorporate all keywords into an Array variable.
You mean an Update Data not a Call Data action?

Hello Tom,

I recently crafted something like this for one of my clients. Here, I've outlined the key steps to construct the architect flow:

• Set up a Data Table to store keywords, including the Queue ID.
• Create an Action for the Data Table to capture all keywords in JSON format.
• Within the Architect flow, establish a Call Data Action block to incorporate all keywords into an Array variable.
• Implement a loop to count the keywords.
• Employ an Update Data block, utilizing the Lower function with your keyword.
• Integrate a Decision Block with the Contains function to compare Email.Message.body with the keywords.

Note: Ensure to lowercase and trim Email.Message.body, updating it in a String variable.

• If the condition is met, utilize the Data Table block. Input the keyword to retrieve the Queue ID in the output variable.
• Direct the call to the matched Queue ID.

I trust that the breakdown above will assist you in conceptualizing and designing your architectural flow.

Thanks Melissa for the help!  

Architect has a built in variable for the email, use Email.Message.body to get the contents of the body.  Use either the Contains or FindString expressions to look for your keywords.  Use the overloads that let you not care about casing differences in the words.

I'm new to the email aspect of the system.  We would like to build a flow that would direct email to different queues based on the body of the email containing specific words.  For example, we can check the email body for "scenario 1", and route to queue A, and then search for "scenario 2" would route to queue B, and the rest to queue 3.  

Is this possible, and if so, which tool in architect should I look into further?

Thanks in advance for any suggestions.