" /> send outbound reply to two different addresses - Genesys CTI User Forum

Author Topic: send outbound reply to two different addresses  (Read 1588 times)

Offline vma

  • Sr. Member
  • ****
  • Posts: 255
  • Karma: 0
send outbound reply to two different addresses
« on: August 14, 2017, 02:22:24 PM »
Advertisement
Hi guys,
My business requirement is that I send all outbound replies to a specific mailbox also for archiving. The issue is that the the email to this mailbox needs a customized subject which includes the ParentID so they can link it to inbound message.
I'm using the Send Email box to sent the initial reply to customer and after that instead of terminating the interaction I'm trying to send it one more time, this time to archiving mailbox. The thing is that the Send block doesn't have a ToAddress field to change the recipient although it has a Customized subject field. I tried with External Service also and added ToAddress as parameter but it's not working.
Anyone has a clue? I'm using Composer 8.1.440.22
Thanks,
vma

Offline Kubig

  • Hero Member
  • *****
  • Posts: 2755
  • Karma: 44
Re: send outbound reply to two different addresses
« Reply #1 on: August 14, 2017, 02:36:40 PM »
In general, the ToAddress field is not possible to modify during interaction lifetime, but you can update UCS properties on this level to force new address there or the better way is to create new interaction as a copy of the previous one and just modify the field you need and send it as new email.

Offline vma

  • Sr. Member
  • ****
  • Posts: 255
  • Karma: 0
Re: send outbound reply to two different addresses
« Reply #2 on: August 14, 2017, 03:04:35 PM »
Is there a standard way to create a copy of the current interaction? I would like to change the UCS as it will mess the view in customer history.
Thanks a lot!