cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
311
Views
0
Helpful
1
Replies

SocialMiner email editing possible?

jondudding
Beginner
Beginner

Is there a way for agents in Finesse to edit the email subject and/or body in the original message before replying back to the customer? The use case is when customers send in emails with profanity or otherwise offensive language that the agents do not want to include in their reply, especially when it is in the subject line. We've looked all through the SM and CCX interfaces and there is nothing to adjust that will allow this. The documentation we've seen doesn't indicate one way or the other if this is an option or not.

 

CCX/SM - 11.6(2)

 

Jon Dudding

1 Reply 1

david.macias
VIP Advocate VIP Advocate
VIP Advocate

Not on the agent side, but maybe you can do something with a filter written in Groovy.

 

david

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: