Administrators and contact center managers can use advanced routing capabilities in Architect for email messages. This method routes and delivers incoming email messages to the right queue based on a better understanding of the customer and intent.
To set up email messaging, create an inbound email flow in Architect and then select the flow in Genesys Cloud > Admin > Contact Center > Email. Set the configuration to direct incoming email messages to route through the flow to a specified queue. Depending on your design, you can configure an inbound email flow to route email messages to a specific queue based on who sent the message.
Note: Genesys Cloud attempts to route email message replies to the last agent who handled the message. The agent must be on queue and not fully utilized on email interactions or the utilization labels that the email interactions might have. If the agent is not available, Genesys Cloud routes the interaction to the next available agent. For more information about how to determine agent utilization, see Configure agent utilization.
Unlike call flows, inbound email messages do not have failure or success paths. In the event of an error, you can configure an action’s path, for example, adding a Disconnect action or transferring to a specific queue. Inbound email flows do not include language settings, in-queue handling, or audio controls such as DTMF or text-to-speech.
Note: For email and message flows, Architect limits the number of in-queue flows that open for a particular email or message interaction to 10. This limitation prevents the interaction size from increasing due to the launch of a new flow each time a Transfer to ACD action runs. The problem can occur when the target queue is the current queue.
To familiarize yourself with inbound message flows, review the following pages:
Use routing features to create schedules, configure call and message routing, plan for emergencies, and store data locally in data tables for use in Architect.
Genesys Cloud routes incoming email messages through ACD just like it routes calls and emails, using the same routing and evaluation methods and considering skills, language, priority, and agent utilization.
Create a more complex ordered sequence of message elements that route to a message recipient. Use any combination of data, expressions, prompts, and text elements.
Manage an ordered sequence of message elements that the system plays back to the caller. Arrange the order of elements, add or delete elements, and edit an element’s configuration.
Find more information on flows, including configuring default settings; managing flows; dependency searches; flow design resources; and tips, best practices, and troubleshooting.
Review Architect permissions, which are based on flow design tasks or job functions. An administrator from the Genesys Cloud organization must assign the appropriate permissions to an Architect user.
Note: The maximum estimated wait time for inbound email flows is 72 hours.
Use this action to source language skill data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue.
Find an ACD skill based on its string name at IVR runtime. Use this action to source skill data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue.
Add a flow milestone to generate more granular reporting for flow outcomes. Access to flow milestones helps build reporting around the customer journey.
This action is similar to a Decision action, and is easy to set up when multiple cases must be evaluated. Configure a switch action to specify what has to be done by Architect, when, and under which circumstances.
Use the Exit Loop action inside of a Loop action to terminate the current loop iteration, leave the loop action, and continue the flow execution by moving to the following action.
