Hello All,

I come here to ask you how you can see an email sent.
The situation is: we send an email to a customer, the customer instead of a reply, decided to call, and goes to an agent that doesn't know anything about the previous email, and the agent needs to check what was written...

Well, I know that you can see it if you add this customer on external contacts, then you search the name and you get it.
I know this because I have all the permission, but for an agent, which permissions they should have? I tried all the possibilities in the articles and nothings works...

Can someone help me with this matter?

I upload the permissions they have right now


#ConnectwithaCustomer(NEW)
#Outbound

------------------------------
Joan Riera
Stayforlong
------------------------------

You need the following to view the history and you have them:
Prerequisites

• To view interaction history: PureCloud 2 license
• To view survey data within interaction history: PureCloud 3 license

The following permissions:

• Analytics > Conversation > Detail >view
• Routing > Wrapupcode > View

To find, view, and verify, you need these:

• External Contacts > Conversation > Associate
• External Contacts > Contact > View
• External Contacts > External Organization > View

It looks like you should have all these rights.  Can Master Admin search the contacts?

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 07-01-2020 09:24
From: Joan Riera
Subject: See Previous emails

Hello All,

I come here to ask you how you can see an email sent.
The situation is: we send an email to a customer, the customer instead of a reply, decided to call, and goes to an agent that doesn't know anything about the previous email, and the agent needs to check what was written...

Well, I know that you can see it if you add this customer on external contacts, then you search the name and you get it.
I know this because I have all the permission, but for an agent, which permissions they should have? I tried all the possibilities in the articles and nothings works...

Can someone help me with this matter?

I upload the permissions they have right now

Thank youuuu so much !!

Joan

#ConnectwithaCustomer(NEW)
#Outbound

------------------------------
Joan Riera
Stayforlong
------------------------------