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Is there any email history

  • 1.  Is there any email history

    Posted 08-18-2020 02:39
    Edited by Pavel Broska 21 days ago
    Hello,

    I'm wondering if there is opportunity to get email conversation after interaction is not alive all. E.g. interaction was processed by agent a couple of days ago and now agent wants to see what he discussed with customer in that email about.
    The goal is to create custom view, where can be possible to search processed emails and retrieve all information about specific email (body, subject, email address). E.g. to retrieve email conversation based on date, email address etc.
    But do not know where are such information saved.
    Intention is to do it in interaction Connect.
    One way is to use email's recording and somehow to retrieve body from it with using of icws sdk.

    If someone already done it, please share snippet of code how can we achieve above information - especially body of email, from recordings.


    #DigitalChannels
    #database
    #email
    #ICWS
    #DeveloperForums


    Thank you very much for hints

    Best regards

    Pavel
    ​​​​​​
    #DigitalChannels
    #Routing(ACD/IVR)

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    Pavel Broska
    Alcasys Slovakia a.s
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