Can I reply to a closed email?
Yes. For more information about how to reply to a closed email, see the Reconnect to a closed email section of any of the following articles:
- Agents Interactions Detail view
- Campaign Interactions Detail view
- Content Search view
- Interactions view
- My Interactions view
- Queues Interactions Detail view
Notes:
- This feature is supported for ACD Email only, which is the PureCloud Email provider.
- You cannot reply to or reconnect an expired conversation. Expired conversations include the following:
- Conversations that have been inactive for 30 days or more.
- Conversations for which the threading time has expired. For more information, see Configure organization-level email threading timeline
- Conversations in organizations where threading is disabled.
- You cannot reconnect to a conversation that is in a live or connected state. You can only reconnect with disconnected conversations.
- You can only reconnect interactions that an agent previously handled. Conversations disconnected by an architect flow before going to a queue or through the Admin > Disconnect function cannot be reconnected if they are never accepted or handled by a user.
- When you reconnect a conversation and reply to its email, the conversation timeline displays a new segment in which the participant appears as the user.
- When you reconnect and reply to an email, Genesys Cloud considers the reply to be outbound.
- You can reconnect an email interaction that was transferred from one agent to a queue and rejected by another agent in that queue, which resulted in a disconnection. The reconnected message is displayed as coming from the first queue that the first agent who transferred it (that is, the first agent who received it). Since the customer participant is linked to the first queue rather than the second queue, the reconnect targets the most recent email or customer communication/email. You can view /api/v2/conversations/emails/convid to verify.
