Acknowledgement Answers Looping

[raza990]

Hi,
We have an issue in Genesys acknowledgment answers looping.

We have a Email solution where Email comes on category named "Dispatch" and then human read the emails and forward to desired category which have acknowledgement answers and further go to the queue for agent handling.

[size=8pt][u]I know it is very stupid to use human effort instead of automate system by using keywords .. But Customer want this way of system  [/u][/size]

We have made a little change where Dispatch category have acknowledgement answer..So when a Big customer send an email to us, Email comes on Dispatch category and acknowledgment answer send back to customer but customer also do have acknowledgment answering system so it causes acknowledgement answering looping 

Before Genesys, Customer do have Lotus Notes where they have configured a thing we detect if email comes with same ID then it neglect the acknowledgement answer on second response for a configured time.

Is there anything available in Genesys which detect the second email from same ID and neglect acknowledgement answer

The solution in mind is to create keyword on Dispatch category, and if configured keywords match with email it forward that emails to another category/queue !!!

Do you have any suggestions/solution on the above scenario ?

I would appreciate your help 

[cavagnaro]

Email subtype = CustomerReply? check subtypes and attached data on URS/IXN server

[catanirex]

You can also configure Genesys EmailServer to not send more than one auto-reply/ack per customer.

Check those auto-bot-war options!

[raza990]

Hi,

From autowar options in ESJ, I found the option "enable-autowar-detect" by which we can limit number the response from same email thread.

Enables (true) or disables (false) the detection and counting of e-mails that it sent to the same contact in the same thread, and that are both (a) parent to the Customer Reply and (b) of type Auto-Response or Acknowledgement. When enabled, E-mail Server Java attaches the resulting number to the Customer Reply as a value of the key _AutoReplyCount. You can then create a routing strategy to compare the value of _AutoReplyCount to a threshold that you define. If the value exceeds the threshold, the strategy can refrain from creating an autoresponse or acknowledgement.

This option only detect acknowledgements or count all replies including real email+acknowledgements ? If this option only detects acknowledgements then how it is detecting ? what is the working architecture ? If count all replies including real email+acknowledgements then if I limit to 2 via routing strategy then would it blocked the email from same thread even it will be real message (Not acknowledgement) ?

I would appreciate if someone can share the ESJ document which cover internal architecture !

[cavagnaro]

Docs.Genesyslab.com is all the docs we all have access to. If you want engineering docs need to ask to Genesys directly for better explanation on internal logical

[cavagnaro]

Acknowledge is something you send, a type of Outbound

Email from customer is an Inbound

Again, please investigate better the Subtypes as mentioned before.