Webex connect Email inbound flow issue

[Amr_AdEl]

Hello,

I am trying to create basic email inbound flow and when i implemented it to the customer. when we sent inbound emails it reach agents' email on outlook desktop application instead of on the agent desktop. Do you have any clue how to fix this ? or where to check ?

Regards,

[josimaru85 · Accepted solution]

Hello,

Thanks for reaching out!

It sounds like the inbound emails are getting routed to the Outlook desktop app instead of the agent’s desktop, which could be due to a few factors.

Here are a few things to check:

1. Routing Configuration: Ensure that the routing rules for the inbound emails are set correctly to deliver to the agent desktops. Sometimes, email routing might be misconfigured, sending them to Outlook instead.

2. Agent Desktop Setup: Double-check the agent desktop application settings. The inbox may not be properly linked to the inbound email flow. Make sure the correct mailbox is assigned for these emails.

3. Outlook Default Client: If Outlook is set as the default email client on the agents' desktops, it might be grabbing those emails. You may need to adjust the default settings or ensure the agent desktop app is prioritized.

4. Email Server Logs: Look at the server logs to identify any discrepancies in the routing process. It will give you a better idea of whether the emails are being misdirected somewhere along the way.

Feel free to send over more specifics about the setup if you'd like, and I’d be happy to dive in further with you.

Best regards,
Josimar Caitano Josinfo
(CCIE / Instrutor Cisco / Trading Floor)

[josimaru85 · Accepted solution]

Hello,

Thanks for reaching out!

It sounds like the inbound emails are getting routed to the Outlook desktop app instead of the agent’s desktop, which could be due to a few factors.

Here are a few things to check:

1. Routing Configuration: Ensure that the routing rules for the inbound emails are set correctly to deliver to the agent desktops. Sometimes, email routing might be misconfigured, sending them to Outlook instead.

2. Agent Desktop Setup: Double-check the agent desktop application settings. The inbox may not be properly linked to the inbound email flow. Make sure the correct mailbox is assigned for these emails.

3. Outlook Default Client: If Outlook is set as the default email client on the agents' desktops, it might be grabbing those emails. You may need to adjust the default settings or ensure the agent desktop app is prioritized.

4. Email Server Logs: Look at the server logs to identify any discrepancies in the routing process. It will give you a better idea of whether the emails are being misdirected somewhere along the way.

Feel free to send over more specifics about the setup if you'd like, and I’d be happy to dive in further with you.

Best regards,
Josimar Caitano Josinfo
(CCIE / Instrutor Cisco / Trading Floor)

[Amr_AdEl · Accepted solution]

Hello @josimaru85,

Thanks so much for your valuable input .. the issue was solved after checked webex connect flow as it has node authorization failure on the search conversation node as it required user inside the tenant and i created the Authorization with my External administrator user. and the tenant was using SSO setup so my credentials weren't weorking for the authorization apparently.

Best regards,