0
1.6.2
Australia, Zurich, Yokohama
Standalone Application
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 from new emails received from customers
- Simplified experience for 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 when customers respond to emails, so that they can act in a timely manner
Minor defect fixes
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)