0
1.5.0
Zurich, Yokohama
Email Interaction for CSM enables the creation of interactions from customer emails, preventing the creation of duplicate and unnecessary cases. Email interactions provide a consistent experience for agents across omnichannel interactions.
- Create interactions of new emails received from customers
- Simplified experience of handling emails on the email interaction page
- Create cases from email interactions and cross-link them to provide context to the agent
- Alert agents with notifications on email responses received from customers to act in a timely manner
Enhancements to email interaction handling include the following:
- External routing of email interactions is enabled to reduce administrative effort.
- Creation of outbound interactions on case emails is no longer available. After the upgrade, run the Close all the outbound interactions created due to case emails scheduled job to close pre-existing outbound interactions generated from case emails, ensuring data consistency and preventing records from remaining indefinitely in an open state.
Required plugins:
- Customer Service (Plugin id: com.sn_customerservice)
- Email Interaction Core (App id: sn_eaai_core)
- CSM Configurable Workspace (App id: sn_cwf_wrkspc)
- Recommended Actions for Customer Service (App id: sn_cs_nb_action)