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 email handling experience on the email interaction page.
- Create cases from email interactions and cross-link them to provide context for the agent.
- Alert agents with notifications when customers respond to emails, so that they can act in a timely manner.
Defect fix: For email interactions routed by CCaaS
- Added a new field to capture related email interactions routed by CCaaS.
- Linking email interactions based on the related email identifier field.
Not applicable for this application version. For more information, please see
Application Runtime Policy
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)