#ICWS
#Implementation
#InteractionConnectAdd-ins
#AskMeAnything(AMA)
Hello everyone,
We are customizing iconnect. And need to implement logic where inbound emails or chats will be processed in custom addin instead of Current interaction. Now iconnect behaviour is: agent pick ups email interaction in My Interaction and iconnect switch "focus" into Current Interaction automatically. This is built in behaviour of iconnect. But our goal is to process incomming emails in "our" custom addin at first. Not all but those ones which contains special attributtes attached in handlers. Such way we have all control implemented in custom addin e.g. to reply, finish, postpone, sort etc. of email interactions in custom addin. And expected behavior iconnect should be: if email interaction contains special attributes, then iconnect switches "focus" into custom addin automatically instead of into current interaction.
Did anyone solve similar issue?
Thank you very much
Best regards
Pavel
#Integrations
------------------------------
Pavel Broska
Alcasys Slovakia a.s
------------------------------