You cannot do so directly through Genesys Cloud, as part of that same conversation.
The best way, probably, would be to have the supervisor go into the Performance>Interactions view, find the conversation, and then manually send an email On Behalf of Queue. The supervisor would need to copy/paste the customer's email address from the Interaction view, copy/paste the subject, copy/paste the body of the last email in the conversation. Then write the corrections or whatever in the new email and send it.
https://help.mypurecloud.com/articles/send-outbound-email-behalf-queue/You could also create a custom application that allows someone to send a Reply to an email conversation via the API:
https://developer.mypurecloud.com/api/rest/v2/conversations/#post-api-v2-conversations-emails--conversationId--messagesOr, for someone who has the permissions and ability, they could use the API Explorer to send an email reply to a conversation using that same API function.
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 03-05-2020 03:53
From: Noufal Ibrahim
Subject: Email
Dear Team,
We would like to know that if my agent send a reply to a mail with wrong or false information , and he or supervisor realized the mistake .
in this case how can i reply on sent mail ? or recall this mail ?
#DigitalChannels
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Noufal Ibrahim
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