01-28-2022 10:23 AM
Hi,
SocialMiner and CCX 11.6.2
Is there a way for an agent or supervisor to check an email that was already replied but that the agent didn't save the attachement ?
Ex:
Agent receive a mail with a picture of a damaged shipping, reply to the customer but didn't save the picture. On the next reply, the picture is gone.
Also is there a way to consult previous email or once they are replied, they are gone forever ?
01-31-2022 01:20 PM
Fred, 2Ring Dialog Gadget provides access to previous messages in the interaction history- see a screenshot here (btw. this gadget can also work in Finesse 11.6 - but I do not have access to 11.6 system, so I used 12.5 system to create this screenshot. If you would like to schedule a demo, please submit your request at https://www.2Ring.com/Gadgets.
02-02-2022 01:50 PM
Hi,
Thanks for your reply.
Is this something an Agent can use or it is targetted for supervisors.
I will definalely ask my customer if this is something they would be interested in and let you know.
Thanks
02-03-2022 06:58 AM
It is configurable and access is available via multiple Gadgets - depending on the use case, but usually agents and supervisors have access our interaction history.
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