Is it possible to send and receive emails through APIs that isn't the third party email API so agent's have a UI to do the email in, so topic analyses takes place etc.
Use case is customers log in to the company web portal, and from within it send a secure message to the contact centre, without using email infrastructure.
So can this be done, sending the email to be routed and handled in Genesys as an email?
Or would you need to create dummy inboxes to send email from and send replies to then use event triggers to do the API calls?
Or is Open Messaging the way to go? And does Text and Speech analytics support Open Messaging?
As a potential workaround, you might consider using /api/v2/conversations/emails/agentless. With this API request, you can modify the "from" values and forward them to Genesys Cloud. On a side note, I've always been curious about how Genesys implemented the email feature in the Gdemo web widget. It's intresting that you can create a new email interaction directly from a website to Genesys Cloud. Additionally, it's worth noting that Open Messaging supports sentiment analysis.
I have been trying to run a piece of Java code but get an error "The sender type inbound is invalid".
I am calling the postConversationsEmailsAgentless API.
fromEmail = dummy1@xyz.com
toEmail (list) = dummy2@xyz.com
senderType = Inbound
Genesys Cloud is not a substitute for your email provider. If you want to route an ACD email in Genesys Cloud, an email must be sent to a monitored inbox. You can integrate any mail provider of your choice with your website to accomplish sending the email. Genesys Cloud only becomes involved once it retrieves the email from the monitored inbox.
The area I'm trying to figure out at the moment is, sure website sends an email to a mailbox, that is forwarded to Genesys. Genesys Agent gets the email and replies, we don't want the email going direct to the customer, but to the secure website, where the customer can view the message behind a login.
So current thinking is to set the reply to address to a blackhole, no reply address, and use automation triggers to call API's to push to the website. This relies on the agent's not changing the to reply address though, and feels a little hacky and workaroundy.
@Anton_Vroon It sounds like you don't want email at all; neither the sender nor recipient, in either direction, are a description of how email works. I would recommend using third party object routing and integrating with a secure messaging vendor of your choice (or a service of your own construction) for both the customer and agent side. The third party "email" is nothing of the sort; it's just a structure-less container for routing an arbitrary piece of work to an agent.
So when your customer "sends" a secure message using your site, your site will inject the message into your secure messaging system and get some sort of ID for it. That same process will create a 3rd party email in Genesys Cloud with that identifier attached as an attribute. When routed to an agent, your agent-side integration will read the identifier from the conversation and open your secure messaging system to the correct message for the agent to handle. The agent can then respond to the customer in that system and disconnect the conversation in Genesys Cloud.
@tim.smith Thanks, your not wrong, probably trying to do things in a round about way here.
I did look at the third party email API as an option, however we really want to have text analytics for this channel. Correct me if I'm wrong here, but because the third party email doesn't exist in Genesys there is no transcript, and therefor no Text Analytics applied and there isn't a way to feed that data into Genesys's Speech and Text analytics engine either.
Currently leaning to Web Messaging and Open Messaging. Just wish Open Messaging had feature parity (quick replies etc), but business is keen to use email to be more familiar to staff, which is why I was considering this route.
I really wish we would have named "third party emails" better. The feature is really only "third party media routing" because Genesys Cloud is in no way involved in the processing of the media for those conversations. That's why you can't get the text analytics feature on what looks like an "email".
I can't provide much guidance on using some kind of messaging or integrating with an email service as your backend; most of those considerations will be dictated by your requirements for your customer portal. It's going to be a bit of a franken-solution since you're misusing the media channels to some degree with any of those approaches. Not misusing in an abusive way, but not in the manner they were designed for so you're bound to find some things that don't align to your use case particularly well. As long as you stick to using things how they're documented, it shouldn't be a problem (aside from your concern of having to build and maintain the integration).
