0
1.6.0
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 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
Releasing:
- Wrap-up for email interactions
- Agent-initiated email interactions
- Transfer email interactions
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)