Hi everyone,
i have a question about what is the different between "Send" and "Send & Complete" when we want to response to inbound email on Cisco ECE 12.5?
I can understand the "Send & Complete" are for responding the Email then close the case afterward.
But for "Send" option, I'm confuse why after the response being sent, the original email stay in agent's inbox? Even if the customer's reply received by same agent, the new inbound email will shows as a different item on agent's inbox.
Can anybody enlighten me about the usage of "Send" option on responding customer's Email?
Thanks.
