Julie,
I know the Idea explains what's happening, but I'll put detail here in case folks find this article.
Let me expand a little on what I said during "Stump the Expert". I've played with it a little since then.
As you point out, the agent can see the history:
In order for the customer to see the history, agents need to be trained to click the ellipsis at the bottom of the "Click to reply" field when they reply to an email:
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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
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Original Message:
Sent: 06-20-2019 10:44
From: Julie Green
Subject: Email history/conversation log
Perfect! Thank you. I have voted.
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Julie Green
Sentinel Benefits & Financial Group
Original Message:
Sent: 06-20-2019 09:53
From: Gladys Galabay
Subject: Email history/conversation log
Hi Julie
Please check and vote by this idea
https://purecloud.ideas.aha.io/ideas/CLPLA-I-221
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Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
Original Message:
Sent: 06-19-2019 10:12
From: Julie Green
Subject: Email history/conversation log
Hi There,
I am wondering if there is a setting or way to set up emails so the recipient will see the email conversation history. We can see it in PureCloud on our end but each email received by customer doesn't contain the conversation history. Wondering if I am missing something with set up or this is the expected function.
Thanks,
#Integrations
#Outbound
#Unsure/Other
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Julie Green
Sentinel Benefits & Financial Group
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