Hi Rodney,
Was this fixed? I have the same issue here.
When we receive an email interaction, if the Auto-Reply is active the attachment is removed when forwarding the message.
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Paulo Mesquita
Spark NZ Trading
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Original Message:
Sent: 12-17-2019 16:15
From: Rodney Gibbs
Subject: Forward an email - attachment does not send
Thank you Lucie. We will raise a support ticket.
Appreciate the response!
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Rodney Gibbs
Integra
Original Message:
Sent: 12-17-2019 15:10
From: Lucie DeCristofaro
Subject: Forward an email - attachment does not send
Sounds like a bug. There aren't any permissions around attachments. If you transfer an email internally, the next agent should receive what the first agent saw including the draft written up by the first agent. If you forward an email externally (outside of PureCloud) using the forward button then attachments should be added - however it is possible for the agent to remove these attachments manually.
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Lucie DeCristofaro
Genesys - Employees
Original Message:
Sent: 12-16-2019 18:17
From: Rodney Gibbs
Subject: Forward an email - attachment does not send
hi,
We need CS agents to forward emails answered within Purecloud to another internal email address (our finance team), however any attachments on the email (in our case invoices) are not being received.
Is this a bug or permission issue?
thanks.
#DigitalChannels
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Rodney Gibbs
Integra
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