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How to save email and generic object for later processing in iConnect

  • 1.  How to save email and generic object for later processing in iConnect

    Posted 03-02-2021 02:02
    Hello community!

    #InteractionConnectAdd-ins
    #InteractionConnect
    #AskMeAnything(AMA)
    #Omni-ChannelDesktop/UserInterface

    We need to save interactions - emails and generic interaction - for later processing in iConnect. One opportunity is to park interactions. But there is side effect, when parked interaction is still visible in "My Interaction" view. It's state is "Parked". But this behaviour is not acceptable for us.

    Another solution could be to park ones to another queue and then to transfer ones to user's queue. But in this case there is another annoying effect. Because agent is not owner such interaction, after picking-up of interaction from other queue, one has to confirm dialog box:

    Is there any other way to save - email or generic - interaction to some "type of draft"? And after picking-up ones to received ones automatically without another "mouse click"? Just to pick- up one from draft and one should appears automatically in "My Interactions" view.

    Thank you for suggestions and ideas

    Best regards

    Pavel
    ​​​​
    #AskMeAnything(AMA)
    #Integrations
    #Omni-ChannelDesktop/UserInterface

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    Pavel Broska
    Alcasys Slovakia a.s
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