How can we forward e-mails to an (external) e-mailadres by and agent.

Agent receives an e-mail, Agent makes choice based on content

-direct response -> Canned Response and done

- need to do some work (complaints etc) and send e-mail to a Outlook inbox .

Rogier,

I asked exactly the same thing. The answer I got:

"This is not possible currently, but it is something we are looking into adding later this year. Some of our customers use workarounds for this currently, but the workarounds aren't necessarily easy/straightforward."

Hi Quant :)

Correct. I have talked with product development about this feature. We had the following idea for the 'Forward Function';

• An agent can forward an email to one or more recipient from a list; Like "Back office", "Finance", "Legal" or something like that
• The list, managed by an Admin Role, contains recipients with an external email address

This to be 'in control' in the forwarding of an email interaction.

Hello,

Most of the time, Quant = Steven :-).

A forward list would be great.

I've submitted three feature requests today (because our customer has decided to stop using PureCloud ACD eMail)

• Lay out possibilities
• Forwarding to external addresses
• Automatic signatures, with an image (e.g. the company logo)

Regards

Steven

Hi Steven, your office is 'around the corner' of our Belgium site :)

@Lucie DeCristofaro?  Exactly the same problem we talked about and same reason not to use ACD eMail.