We have encountered a situation where we send an auto reply email to incoming emails and the sender also has an email auto reply set up so auto replies are being sent back and forth infinitely until we remove the auto reply logic. We've had thousands of auto reply emails fill our inbox, most recently around ~10,000 due to this issue.
Does Genesys have a solution to disconnect all of these emails at once? Our agents have to manually disconnect thousands of emails when this happens and it is a major disruption to our business activities.
Is there a logical solution that can be implemented in Architect that says "if auto reply was already sent, don't send another"? Or are there any thresholds/limits that can be set so if/once an auto reply loop happens, the auto reply stops after X amount of emails?
Would this still work if the interactions aren't threading together? Each new auto reply after the initial one that triggers the loop is a separate interaction
Yes, you're correct. If there's no threading, this won't work.
I would recommend to open ticket with care.
They should be able to help for deleting emails.
Regarding the infinite loop, the mail service has some logic to detect if it is an auto answer email or not.
Since auto-answer is specific to each mail provider, the logic is not bullet proof.
Incoming emails are scanned and tagged as 'autoreply" and forwarded to Automate.
You can then configure in Automate to disconnect or not not such emails.
As part of the care support, it would be interesting to get the email headers to see why the mail service failed to detect the auto answers and update the algorithm so that it does not occur again.
Thank you both @vpirat@Zino_Onokpise for your help. We've had a ticket open with Genesys for quite awhile now on this issue (not sure if I could/should post the ticket number here). We've also been trying to set a meeting up to go over it to no avail.