Hi Bishay,
I have the following requests for the PureConnect for Salesforce integration:
1. Having the ability to initiate a new email via the Pureconnect widget, currently you cannot create new emails, you are only able to respond to existing emails within a workgroup. Because of this limitation we need to create all 'new' emails through Outlook and only once the customer replies, we receive the reply in Pureconnect, so using two interfaces to successfully email our customers which also effects our reporting.
2. Similar to above, if we could also initiate an SMS message through Salesforce, having a "Send SMS" button somewhere against a customer record would be great as well.
3. Lastly, the email client in the widget only enables to view one workgroup. It doesn't allow you to view multiple workgroups at any given time. This would be huge feature for us as our agents all work within multiple workgroups so are constantly switching between email workgroups. However if they could just open all required workgroups in multiple tabs this would be a lot more efficient.
Thanks for the opportunity to get these on the wish list.