Genesys Cloud (formerly PureCloud)

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Email history/conversation log

  • 1.  Email history/conversation log

    Posted 06-19-2019 10:12
    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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  • 2.  RE: Email history/conversation log

    Posted 06-20-2019 09:54
    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.
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  • 3.  RE: Email history/conversation log

    Posted 06-20-2019 10:44
    ​Perfect! Thank you. I have voted.

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    Julie Green
    Sentinel Benefits & Financial Group
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  • 4.  RE: Email history/conversation log

    GENESYS
    Posted 07-16-2019 14:24
    Edited by George Ganahl 07-16-2019 14:25
    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:
    Once clicked, that includes the text from the customer's email in the response and the agent types their response above it:

    This is documented in the Resource Center:
    https://help.mypurecloud.com/articles/reply-email-message/





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    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
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  • 5.  RE: Email history/conversation log

    Posted 01-14-2020 08:38
    Hi George,
    Why the previos message only include the text but no the details of the original message such us the sender, subjet and the most importat,the date of this original message?
    One customer need that all "previous messages added " have the date that was send, is possible?
    Thanks

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    Gladys Galabay
    High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
    ------------------------------



  • 6.  RE: Email history/conversation log

    GENESYS
    Posted 01-14-2020 10:27
    If the agent expanded the email view using the ellipsis as I describe above, the Subject and Sender are included in the reply.

    In order to see the date/time when each segment of the conversation was sent, you need to look at the individual segments in the Performance>Interactions view for the conversation:


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    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 7.  RE: Email history/conversation log

    Posted 01-14-2020 11:56
    Thanks George
    Yes, the agent could see the date in the interaction conversation detail, the problem is when they answer the email. The email message arrive at other person, this person when review this email "with outlook" for example: the message appear


    Actual message


    -----------------------
    here should be the date of the message 1
    preview message 1

    ----------------------
    here should be the date of the message 2
    preview message 2

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    Gladys Galabay
    High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
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  • 8.  RE: Email history/conversation log

    GENESYS
    Posted 01-14-2020 12:14
    That is going to have to be an enhancement. I see it entered in the Ideas Lab today, but it is a private entry by an internal so I don't think you can vote on it yet.

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    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 9.  RE: Email history/conversation log

    GENESYS
    Posted 07-16-2019 13:48
    Hi Julie!

    Great question to bring to the community! PureCloud Legend @George Ganahl discusses it in the most recent episode of the PureCloud Community Q&A Show! Check it out here!​

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    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
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