How to make the difference between a new inbound mail and a customer reply

Genesys Cloud Applications Architect
1

Hi community

That certainly is basic questions but I don’t find the answers

Through a flow built with architect, how can I distinguish an inbound mail and a reply email from a customer ?
And, How can I identify a customer reply issu from an agent Manuel outbound email?
@Jerome.Saint-Marc
Many thanks
Regards
Paul

2

Salut Paul,

I haven't used email a lot.

But as far as I know, in order to distinguish first architect flow trigger from other would be to leverage Participant Data.
Get Participant Data to check presence/value of an attribute (like a UData KV Pair): no value/empty value (first trigger - then update it with Set Participant data).

Regarding your second question, I don't know for sure.
The Email.Message.direction Architect built-in variable will render the direction of the last email message. So in case of a reply to an outbound email (Email interaction created by the agent on behalf of a Queue), it gives "inbound" (as it refers to the reply).
So the only thing I can think of would be to leverage a Genesys Cloud Data Action that gets the conversation details (/api/v2/analytics/conversations/{conversationId}/details) using Architect Email.ConversationID built-in variable and that extract the originatingDirection attribute in the response ("outbound" when the agent created the email out).
There are maybe simpler ways.

Regards,

3

salut @Jerome.Saint-Marc ,

j'espère que tu vas bien :wink: depuis toutes ces années

Many thanks for your answer ,I checke and come back to you

4

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