EIM -Multiple Mails frm Customer

[partheeban1]

Hi All,

we are running EIM 4.3(2) and to know about a feature such as when a customer sends a multiple emails for a single case. Is possible to identify or combine all these mails into a single case?

For example, in a quoting scenario a customer will often times send an e-mail with a request for quote followed by a subsequent e-mail with a CAD drawing or other attachment required for the quote.

-Parthee

[lohjintiam]

As long as those email has the case number string as part of the subject [#1001] then all of them will be linked automatically. Alternatively, you can link multiple emails (or activities as they call it) into a single case.

Thanks!

-JT-

[partheeban1]

I agree with you lohjintiam but if the subject of the mail changes then it will be new mail for system and customer needs a feature to combine two different mails with diff subject and case id.

Is this is possible with both Integrated and standalone systems?

[matthewpage]

You could take advantage of a data adapter here. You can write a query that compares the subject of the email with any other emails in the system on that day. You can then do a join with the agent table and it will bring you back the agent ID of the agent that is servicing the orginal email.

This is no way bullet proof because if the customer sends the orginal email and that hasnt been assigned to an agent there will be no agent ID in the activity database. It works better if the customer some times waits 5/10 minutes before sending another email.

Matt