0
1.0.0
Yokohama
Email Interaction for CSM enables creation of interactions from customer emails preventing the creation of duplicate and unnecessary cases. Email interactions provides 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
Email Interaction for CSM provides flexibility to customers to create interactions in place of cases to streamline contact centre operations
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)