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  • 1.  Send email from an inbound voice interaction?

    Posted 02-09-2022 19:35
    No replies, thread closed.
    Hi all,

    Is it possible to send an email to an external contact's email address from an inbound voice interaction?

    I've been asked to present the caller (who will usually be a known external contact) with a menu option along the lines of "press 1 to have instructions sent to you, or press 2 to speak to an agent."

    The idea would be if the caller selects 1, a pre-configured (queue specific) email is automatically sent to their known email address.

    Would be great to hear the collective thoughts of the community; thanks in advance.
    #ArchitectureandDesign
    #Routing(ACD/IVR)

    ------------------------------
    Paul Graney
    Telstra Corporation Ltd
    ------------------------------


  • 2.  RE: Send email from an inbound voice interaction?

    Posted 02-09-2022 20:48
    No replies, thread closed.
    If you are using External Contacts, agents can use channel switching to send an email they are on the phone:  https://help.mypurecloud.com/articles/switch-channels-for-an-interaction/

    Currently, there is not an Agentless API to send Email.  That is due out in April or May which would allow you to send an email via a data action.  You still need to have a relationship in External Contacts or a CRM to find the email address. 

    An alternative is to send them a link via SMS and the Agentless SMS API that can be initiated with a data action and use their phone number as the address.

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

    Original Message


  • 3.  RE: Send email from an inbound voice interaction?

    Posted 02-09-2022 21:00
    No replies, thread closed.
    Thanks Robert,

    Ideally we'd like to stop the call from getting to the agent, but the channel switching may be a good alternative until the agentless API for email is a reality.

    Thanks for the response.

    ------------------------------
    Paul Graney
    Telstra Corporation Ltd
    ------------------------------

    Original Message


  • 4.  RE: Send email from an inbound voice interaction?

    Posted 05-24-2022 11:20
    No replies, thread closed.
    Hi Robert, do you know if the agentless email API is released? Thanks.

    ------------------------------
    Matthew Raleigh
    Contact Center Engineer L2
    Broker Solutions, Inc. DBA New American Funding
    ------------------------------

    Original Message


  • 5.  RE: Send email from an inbound voice interaction?

    Posted 05-24-2022 11:36
    No replies, thread closed.
    From what I see, around the end of June (6/22).    It is currently available on the Preview APIs:  https://developer.genesys.cloud/platform/preview-apis

    https://developer.genesys.cloud/platform/preview-apis?requestConfig=eyJvcGVyYXRpb25JZCI6InBvc3RDb252ZXJzYXRpb25zRW1haWxzQWdlbnRsZXNzIiwiaGVhZGVycyI6W119#post-api-v2-conversations-emails-agentless

    https://developer.genesys.cloud/platform/preview-apis#post-api-v2-conversations-emails-agentless



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

    Original Message


  • 6.  RE: Send email from an inbound voice interaction?

    Posted 05-24-2022 14:06
    No replies, thread closed.
    Thanks for the info, Robert.

    ------------------------------
    Matthew Raleigh
    Contact Center Engineer L3
    Broker Solutions, Inc. DBA New American Funding
    ------------------------------

    Original Message


  • 7.  RE: Send email from an inbound voice interaction?

    Posted 02-29-2024 11:11
    No replies, thread closed.

    Hi Paul, were you able to implement above requirement. Actually I am trying to implement something similar to this. Please let me know further details about implementations 



    ------------------------------
    Prasheel Tawar
    Infosys Limited
    ------------------------------

    Original Message


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