Genesys Email API

Author: w | 2025-04-24

Digital Channels API These APIs allow Genesys Mobile Engagement to work with Genesys digital channels such as chat, email, and open media. Chat API Version 2; Chat API Version 2 for CometD; Email API; Open Media API; Stat Service API This API is used to interact with the Genesys Statistics Server (Stat Server). The API provides the Genesys SMS Email Notifications (CE12) Genesys Omnichannel Notifications (CE13) Genesys Email Routing (CE16) Genesys User Data; API call to third-party data

API Agentless Email - Platform API - Platform API - Genesys

Will realise an immediate return on investment by reducing capital expenditures, increasing time to market, and alleviating peak capacity concerns. Your users benefit from the latest innovation including immediate access to new features and functionality while meeting compliance requirements.Integrated analyticsTake your outbound campaigns to the next level with integrated analytics. Detailed reporting and monitoring provides deep insight into a campaign’s effectiveness. Additionally, speech analytics provides a cost-effective and systematic way to evaluate agents, improve compliance, identify trends and ultimately provide a better customer experience.Seamless contact centre integrationThe Genesys Cloud Dialer replaces or integrates with contact centre infrastructure and allows organisations to take full advantage of a cloud or hybrid solution. API connectivity lets organisations integrate the Genesys Cloud Dialer into business applications to automate contact management and trigger outbound calls. CTI enables on-prem systems to supplement their limited capacity with outbound IVR messages sent from the Genesys Cloud Dialer and utilise the on-premise call pacing, routing, and screen pops.Genesys easily integrates with Salesforce to provide contact centres with the tools needed to seamlessly communicate with their customers. For example, organisations can quickly export campaign calling lists from Salesforce into the Genesys Cloud Dialer enabling them to implement multi-channel outbound campaigns. Additionally after an outreach attempt is completed, results can be written immediately back into the activity log of the appropriate customer record for historical purposes.Increase customer contactsCross channels—outbound IVR, text (SMS and MMS), email, mobile webpagesCall blending and escalation (inbound & outbound)Dynamic list managementBuilt outbound campaigns from SFDC contactsEffective right party connect scriptsCapture and honor opt-in and channel preferencesCustomer recovery contact strategyLocal-to-end-user Caller IDGlobal supportMaximise agent productivityPredictive, preview and manual dialingOutbound IVR and alert messagingSeamless blending of inbound and outbound callsPacing options including fixed line, predictive and complianceCustom agent scriptingSession transfer capabilitiesUnproductive call filteringAutomated payment systemsCustom call-based disposition codesAdd outreach Available to Voice and Digital subscribers. Starting at $40 per month, you can access AI-driven tools like predictive engagement and agent assistance to boost your contact center operations.Genesys Cloud EX: Starting at $90 per month, Genesys Cloud EX provides advanced workforce engagement tools, including resource and performance management, for efficient workforce management. Related Article Top Genesys CapabilitiesGenesys is a cloud-based platform, which makes it highly scalable, flexible, and cost-effective compared to on-premises contact center solutions.1. ScalabilityAs an all-in-one contact center solution, Genesys offers everything you need to scale customer communication efficiently — from basic functionalities to AI-powered capabilities. For example, you can use AI predictive engagement to create customer segments based on real-time behavioral data across channels. Then, you can tailor your messaging and offering to suit each segment’s preferences and needs. When applied at scale, this level of personalization leads to better customer experience and higher customer satisfaction.2. Ease of integrationYou can connect Genesys Cloud to third-party tools via the app marketplace or API. Genesys Cloud’s app marketplace lists hundreds of native integrations you can install in your contact center software with one click. If you can’t find your desired integration in the app marketplace, you can manually connect Genesys to non-native applications using its API. 3. Flexible pricing plansGenesys Cloud has separate pricing packages for specific contact center functions, catering to a wide range of business needs. Let’s say you’re a small business looking for call center tools to help you manage inbound and outbound calls. In that

Secure Email API - Genesys Documentation

Jump to: navigation, search Workspace Desktop Edition 8.5 Deployment GuideDeployment and Configuration information for Genesys Workspace Desktop Edition (Workspace)These pages introduce you to Workspace Desktop Edition, the Genesys agent desktop interface. Privilege- and role-driven capabilities, as well as features that focus on the needs of the user, make Workspace a total agent solution. The Workspace agent interface enables users to invoke interactions that are related to existing interactions -- thus ensuring a consistent customer experience. Workspace is a modular application that permits expansion and customization.See the following resources for information about how to customize and extend Workspace:Workspace Developer's Guide and .NET API ReferenceWorkspace Extension ExamplesSee the following topic for information about the Genesys Plug-ins that are available for Workspace:Workspace Plug-insHybrid IntegrationsSome Genesys Cloud services are available for Workspace. You must prepare your environment by provisioning a Genesys Engage Hybrid Integration and Integrating Genesys Predictive Engagement into Genesys Engage on-premises.Provisioning WorkspaceFind all of the procedures that you need to enable the features of Workspace.Provisioning Workspace This page was last edited on October 20, 2020, at 18:38.. Digital Channels API These APIs allow Genesys Mobile Engagement to work with Genesys digital channels such as chat, email, and open media. Chat API Version 2; Chat API Version 2 for CometD; Email API; Open Media API; Stat Service API This API is used to interact with the Genesys Statistics Server (Stat Server). The API provides the Genesys SMS Email Notifications (CE12) Genesys Omnichannel Notifications (CE13) Genesys Email Routing (CE16) Genesys User Data; API call to third-party data

Email sending api - Platform API - Genesys Cloud Developer Forum

Email domain name. Click Send. Complete any after contact work. The interaction leaves your Conversations roster. Reply to or forward an email message interaction (multiple actions) From the Conversations roster, select the email interaction you want to act on.Note: Genesys Cloud displays a compacted list of the message headers in the thread with the last message expanded. To expand or compact a message, click the message header. Perform one of the following steps: To reply to the sender, click Reply. If multiple parties received the email message and you want to respond to all parties, click Reply All. To forward the message, click Forward, type the email address of the person that you want to forward the email to, and press Enter. Alternatively, begin to type a name and select the intended external contact from the list of suggestions.Notes: If the sender of the original message specified a custom reply-to address, Genesys Cloud uses this address when you reply. Genesys Cloud supports one reply-to address. If the sender specified more than one reply-to address, then Genesys Cloud uses the first one when you reply. (Optional) If your admin configures email history as optional, to include the previous messages of an email thread, click Show Message History. For more information, see Use the organization’s email domain name. Type a response. You can also add inline images or attachments. For more information about formatting the text in your response, see Format text in an email message. Note: If your admin has enabled Genesys Cloud to append email signatures when you send a message, to avoid duplicates, do not manually add a signature to your outgoing email interactions. For more information, see Use the organization's email domain name. Click Send. The interaction remains in your Conversation roster. (Optional) To send more replies, repeat steps 2–5. To end the interaction, click Disconnect. Complete any after contact work. The interaction leaves your Conversations roster.Note: If your admin enables Enable Multiple Actions, each email that an agent sends before they wrap up the interaction counts as a separate session with its own handle time. For example: An agent sends an initial response to an inbound email message, and the handle time is 10 minutes. If the agent then forwards the message to another participant, the timer starts over, and the handle time for this section is 2 minutes. Of the searched word or words that are found in the transcript are highlighted with a yellow background. The words highlighted in orange indicate the current instance of the searched words, out of the total number of instances found in the transcript. Local search for Japanese and Chinese is not supported. View who is talking during a voice interaction The words and sentences in the transcript are divided into speaker sections: customer, IVR, ACD, or agent.On the left side of the screen, every section is distinguished by a time stamp. This time stamp indicates when the speaker began to speak and two of the following icons representing the speaker. Note: Internal and external participants in chat and message transcripts are separated by a background color. This background color does not appear in email transcripts. See the following image. Click the image to enlarge. Click the image to enlarge.Note: Within the transcript, there are visual indicators that provide information about the dialect and/or program associated with the transcript content. For example, in the image above, it is clear that the dialect associated with the transcript is en-US and the program is Topic spotting UI testing. These visual indicators appear in the transcript at the moment the language and/or program is changed. View sensitive data To protect the privacy of your customers, automatic redaction is enabled by default to ensure that any sensitive PII or PCI data collected from an interaction is automatically redacted from voice transcripts. For example, instead of a credit card number the transcript includes [card number ]. When PII or PCI is data is detected and redacted, the user will hear silence in the audio playback where the data was found.The following is a complete list of redacted data:[card number ][card expiry date ][national id ][postal code ][sensitive data ][phone ][name ][location ][user info ][email ] A select number of users can access transcripts that are not redacted only if they have the Recording > Recording > ViewSensitiveData permission. By default, roles do not come with this permission. This permission must be granted manually by an administrator. Note: The transcript API response includes the following entities in the UI: “CARD_NUMBER”: “card number” “CARD_EXPIRY_DATE”: “card expiry date” “SSN”: “national id” “ZIPCODE”: “postal code” “PII_OTHER”: “sensitive data” “PHONE_NUMBER”: “phone” “PERSON”: “name” “GEO”: “location” “USER_INFO”: “user info” “EMAIL”: “email” In accordance with the Payment Card Industry Data Security Standard (PCI DSS) guidelines, Genesys recommends the use of Secure Pause or Secure Flows to ensure no PCI data is transcribed and made available to Genesys Cloud users. Genesys recommends that you use Secure Pause or Secure Call Flows as the first line of defense. Only Secure Pause and Secure Call Flows are valid by an external Qualified Security Assessor as Level 1 PCI DSS compliant. For more information about PCI DSS compliance, see PCI DSS compliance.For more information, see Enable automatic redaction of sensitive information. Copy a transcript Click Performance > Workspace > Interactions. Click the row of the interaction whose transcript

How to use the new agentless email API? - Platform API - Genesys

Genesys is set to productize contact center technology from LogMeIn Bold360, Exceed.ai and Pointillist acquisitions to better compete with Microsoft, Zoom and Salesforce. Contact center technology vendor Genesys plans to release new tools that better orchestrate messages across voice and online channels, including a new integration with Zoom Phone. "Experience orchestration" will be the theme of Genesys' Xperience 2022 digital user conference on Wednesday. Expected to be released are new conversational AI features that generate and track customer service engagements and automate some aspects of service with AI-enabled knowledge base content through digital channels such as chatbots, email and social sites such as WhatsApp and Facebook Messenger. The features are built from LogMeIn Bold360 technology that Genesys acquired last year, as well as the acquisitions of Pointillist and Exceed.ai. Genesys also will bundle Zoom Phone unified communications as a service (UCaaS) with Genesys contact center systems. It also integrates with competing UCaaS providers such as 8x8 and RingCentral. Genesys will offer Zoom Phone through its sales channel because customer demand has picked up for Genesys bundled with Zoom UCaaS, said Mike Szilagyi, senior vice president and COO of product management at Genesys. The Genesys-Zoom bundle makes joint functions such as transparent presence -- to connect contact center agents with experts in the company who might be able to help solve customer problems -- more straightforward to integrate, Szilagyi said. Early users of the bundle may be existing Zoom video conferencing customers. Companies that would utilize the Genesys-Zoom package will likely be large enough to support a contact center of 20 agents or more, Szilagyi said. Cloud capabilities the future of customer service The partnership sounds like it might be a prelude to bigger things to come between Genesys and Zoom, said Dan Miller, founder of Opus Research. Genesys' relationship with Zoom is a bit more complex than with other telephony and video conferencing providers, as Zoom was one of the primary companies -- along with Salesforce and ServiceNow -- backing the company's $580 million funding round in December. Genesys also directly competes with Zoom for contact center business, as Zoom

Email via API but not third party - Platform API - Genesys Cloud

HomeReply to or forward an email message interaction Prerequisites The following permissions: Conversation > Email > Accept Conversation > Email > Create Conversation > Email > Forward Routing > Agent > OnQueueHow you reply to an email interaction depends on the email configuration for your contact center.The default configuration is for a single action per email interaction. When you receive an email and you respond to it, the interaction is over.To allow you to take multiple actions on a single email interaction, your admin can enable multiple actions per email interaction. Maybe you want to forward the email to another department to handle and you want to let the customer know that another department will respond with an answer. For more information, see the Add email addresses to the domain section of Use the organization’s email domain name. Note: For more information about how to reconnect and reply to a closed email interaction, see Can I reply to a closed email?. Reply to or forward an email message interaction (single action) From the Conversations roster, select the email interaction you want to respond to. Perform one of the following steps: To reply to the sender, click Reply. If multiple parties received the email message and you want to respond to all parties, click Reply All. To forward the message, click Forward, type the email address of the person that you want to forward the email to, and press Enter. Alternatively, begin to type a name and select the intended external contact from the list of suggestions.Notes: If the sender of the original message specified a custom reply-to address, Genesys Cloud uses this address when you reply. Genesys Cloud supports one reply-to address. If the sender specified more than one reply-to address, then Genesys Cloud uses the first one when you reply. (Optional) If your admin configures email history as optional, then to include the previous messages of an email thread, click Show Message History. For more information, see Use the organization’s email domain name. Type a response. You can also add inline images or attachments. For more information about formatting the text in your response, see Format text in an email message. Note: If your admin has enabled Genesys Cloud to append email signatures when you send a message, to avoid duplicates, do not manually add a signature to your outgoing email interactions. For more information, see Use the organization's. Digital Channels API These APIs allow Genesys Mobile Engagement to work with Genesys digital channels such as chat, email, and open media. Chat API Version 2; Chat API Version 2 for CometD; Email API; Open Media API; Stat Service API This API is used to interact with the Genesys Statistics Server (Stat Server). The API provides the Genesys SMS Email Notifications (CE12) Genesys Omnichannel Notifications (CE13) Genesys Email Routing (CE16) Genesys User Data; API call to third-party data

Email attachment copy from existing email - Platform API - Genesys

Case, you can choose Genesys’ Voice plan. Similarly, if you’re a mid-level business that wants to coordinate all your customer communication in one place, you can opt for the Genesys Digital + Voice plan.And that’s not all. Learn more about Genesys features and alternatives.👇 Related Article Why Contact Centers Prefer Nextiva to Genesys Cloud CXGenesys provides useful contact center capabilities. But if you’re looking for affordable, scalable, and easy-to-use contact center solutions, Nextiva is worth checking out. Here are a few reasons Nextiva outranks Genesys:1. Cost-effectivenessNextiva’s service packages provide a broader range of features than Genesys’ equivalent tier offerings, making it a favorable option for budget-conscious businesses. Remember, the Genesys Cloud platform requires a minimum monthly contract of $2,000.For example, the Professional plan offers a fully powered omnichannel suite with AI capabilities for only $119/user per month. Genesys’ equivalent plan costs a little less but lacks AI features, limiting your contact center efficiency.2. Customer supportNextiva has earned a reputation for its responsive and reliable customer support. Our team is always available via email, chat, and phone call to answer your questions quickly. We also have a comprehensive help center where you can find information to troubleshoot and resolve issues independently. But don’t just take our word for it; hear from one of our customers: Out of all the third parties our company works with, Nextiva’s Support Team is by far the most responsive, patient, and understanding group I’ve had the pleasure of working with. Its Support Team is well-versed, knowledgeable,