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Change focus among custom addin-s automatically

  • 1.  Change focus among custom addin-s automatically

    Posted 12-17-2020 06:20
    Edited by Pavel Broska 03-10-2021 04:48

     #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
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