Create an email flow for open and closed schedules

AI-generated summary

Genesys Cloud enables creation of email flows with schedule-based routing using Evaluate Schedule actions to automatically direct communications based on organizational open, closed, and inactive hours. The workflow involves configuring an initial Evaluate Schedule action to assess the organization's schedule, then using an Evaluate Schedule Group action on the active path to differentiate between open and closed hours. For open hours, administrators can add Send Auto Reply actions confirming receipt during business hours or use Transfer to ACD to route emails to designated queues. For closed hours, Send Auto Reply actions notify senders of delayed responses outside normal business hours, while the inactive path includes Send Auto Reply actions informing customers to expect delays during non-business hours. Configuration options include specifying schedules, adjusting time zones, and selecting evaluation DateTime settings using either current UTC or specific expressions. The platform supports key actions such as Evaluate Schedule, Evaluate Schedule Group, Send Auto Reply, and Transfer to ACD for managing inbound email flows. This functionality allows organizations to automate appropriate responses and routing based on their operational schedules, improving customer communication and email management efficiency. Additional resources are available through documentation on operating schedules, operating schedule groups, inbound email flows, and email flow navigation to support comprehensive email automation and routing configurations.

The following procedures describe how to create a task in an inbound email flow that takes action based on the organization’s current open and closed schedules.

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Set up the Evaluate Schedule action

From the Toolbox, expand the Logical category.
Drag an Evaluate Schedule action to the appropriate location in the editor.
(Optional) In the Name field, rename the schedule evaluation action. By default, this name is Evaluate Schedule.
Under Schedule, select the schedule you want to evaluate.
(Optional) Under Time Zone, change the default time zone.
To use the current evaluation DateTime (UTC), leave the Current default setting.
To use a different evaluation DateTime (UTC):
1. Click Specific.
2. Enter the evaluation expression.
Next, configure the active and inactive paths.

Configure the email flow’s active path

Here, specify the action to take when the flow occurs during the schedule’s active hours.

From the Toolbox, expand the Logical category.
Drag an Evaluate Schedule Group action below the Evaluate Schedule action’s Active path.
(Optional) In the Name field, rename the schedule evaluation group action. By default, this name is Evaluate Schedule Group.
Under Schedule Group, select the schedule you want to evaluate.
To use the current evaluation DateTime (UTC), leave the Current default setting.
To use a different evaluation DateTime (UTC):
1. Click Specific.
2. Enter the evaluation expression.
Define open and closed paths:
1. Under Open, drag and configure an appropriate action to take if the flow occurs during an open schedule. For example, a Send Auto Reply action that lets users know they reached you during open hours. Or, you could add a Transfer to ACD action that routes the email to a designated queue.
2. Under Closed, drag and configure an appropriate action to take if the flow occurs during a closed schedule. For example, a Send Auto Reply action that lets users know they reached you outside of normal business hours, and that they may expect a delayed reply.

Configure the email flow’s inactive path

Here, specify the action to take when the flow occurs during the schedule’s inactive hours.

From the Toolbox, drag an appropriate action below the Evaluate Schedule action’s Inactive path. For example, a Send Auto Reply action that lets customers know they emailed during non-business hours and should expect a delayed reply.

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