0
1.3.0
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
Several enhancements have been made to the Email Interaction agent experience:
- A New Activity marker highlights the latest conversation.
- A modeless dialog allows email replies without disrupting workflow.
- A compact header emphasizes key message details.
- The activity stream now displays only the latest reply for each email.
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)