Hello,

 

We would like to know if it is possible to forward an eMail interaction to an external eMail address.

Currently, it is possible to forward an eMail interaction to a queue or an Agent, but not to an external eMail address.

In our specific case, the customers wants to be able to forward the attachment of incoming ACD email to an external eMail address.

This could be an automatic forward set in Architect (which we prefer), or a manual forward initiated by the Agent.

 

Thanks

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.

You can have the agent download all the attachments, start a new email on behalf of queue and send a new outbound email.

 

We have started to move closer towards implementing the feature and I have some more detailed requirements questions around how the feature would work. Could you help me understand how you might want the feature to work @Quant ICT? or @Benjamin Galindo?? More specific use cases would be awesome, and I'm also glad to jump on a call with you to talk about it more detail.

 

More specifically, one question I had was around the agent experience and how that translates into analytics. When the agent forwards an email, would you need the original email to stay around and allow the agent to reply to it and wrap it up separately? In this case, this would result in two separate interactions that need to be individually wrapped up and these two separate interactions would be displayed in analytics views.

 

Or would it suffice for your use cases to have the agent simply forward the interaction and have this be the end of the communication the agent needs to have with the end customer?

 

Lucie,

 

For our customer there are two forward scenario's which would be useful:

 

1. Forward in Architect based on the presence of an attachment and subsequently the file type and/or name of the attachment. This eMail is forwarded to an external eMail address, and then processed in de Queue.
2. An Agent can manually forward an ACD eMail. This forward has nothing to do with the Interaction itself, so after the forward, the Interaction still has to be treated as any other Interaction (reply to customer + wrap up code).

 

Regards

 

Steven

 

 

We have most emails for a domain managed in PureCloud go to a queue, but some email addresses need to go to non-agent staff outside of PureCloud. For example, emails related to managing the domain (e.g. admin@sampledomain.com). Being able to forward these emails based on the intended receiver would do the trick.
Original Message:
Sent: 10-27-2017 04:56
From: Pabx Quant
Subject: Forward eMail interaction to external eMail address

Lucie,

 

For our customer there are two forward scenario's which would be useful:

 

1. Forward in Architect based on the presence of an attachment and subsequently the file type and/or name of the attachment. This eMail is forwarded to an external eMail address, and then processed in de Queue.
2. An Agent can manually forward an ACD eMail. This forward has nothing to do with the Interaction itself, so after the forward, the Interaction still has to be treated as any other Interaction (reply to customer + wrap up code).

 

Regards

 

Steven

 

 

Has there been any new features handling these situations? It's been a year since the last comment.

------------------------------
Jonathan Jones
Kal Tire, LTD
------------------------------

Original Message:
Sent: 03-29-2018 12:40
From: Sven Schiller
Subject: Forward eMail interaction to external eMail address

We have most emails for a domain managed in PureCloud go to a queue, but some email addresses need to go to non-agent staff outside of PureCloud. For example, emails related to managing the domain (e.g. admin@sampledomain.com). Being able to forward these emails based on the intended receiver would do the trick.
Original Message:
Sent: 10-27-2017 04:56
From: Pabx Quant
Subject: Forward eMail interaction to external eMail address

Lucie,

 

For our customer there are two forward scenario's which would be useful:

 

1. Forward in Architect based on the presence of an attachment and subsequently the file type and/or name of the attachment. This eMail is forwarded to an external eMail address, and then processed in de Queue.
2. An Agent can manually forward an ACD eMail. This forward has nothing to do with the Interaction itself, so after the forward, the Interaction still has to be treated as any other Interaction (reply to customer + wrap up code).

 

Regards

 

Steven

 

 

we are interested in this feature as well, any updates?​

------------------------------
Michael Schimento
Zenith Insurance Company
------------------------------

Original Message:
Sent: 03-15-2019 16:54
From: Jonathan Jones
Subject: Forward eMail interaction to external eMail address

Has there been any new features handling these situations? It's been a year since the last comment.

------------------------------
Jonathan Jones
Kal Tire, LTD

Original Message:
Sent: 03-29-2018 12:40
From: Sven Schiller
Subject: Forward eMail interaction to external eMail address

We have most emails for a domain managed in PureCloud go to a queue, but some email addresses need to go to non-agent staff outside of PureCloud. For example, emails related to managing the domain (e.g. admin@sampledomain.com). Being able to forward these emails based on the intended receiver would do the trick.
Original Message:
Sent: 10-27-2017 04:56
From: Pabx Quant
Subject: Forward eMail interaction to external eMail address

Lucie,

 

For our customer there are two forward scenario's which would be useful:

 

1. Forward in Architect based on the presence of an attachment and subsequently the file type and/or name of the attachment. This eMail is forwarded to an external eMail address, and then processed in de Queue.
2. An Agent can manually forward an ACD eMail. This forward has nothing to do with the Interaction itself, so after the forward, the Interaction still has to be treated as any other Interaction (reply to customer + wrap up code).

 

Regards

 

Steven