Hi Steve,
I'm unable to reproduce this - I have an email going to a flow and then to a queue, and the history is being auto-included as expected. Can you please open a case with Customer Care for further investigation?
Thanks!
Jody
------------------------------
Jody Nabuurs
Genesys - Employees
------------------------------
Original Message:
Sent: 05-18-2023 13:53
From: Steve Parsons
Subject: Email History / Enabling Auto-Include
Further information: In testing, it appears it functions when dumping an email interaction direct to Queue but when directing email interactions thru a Flow, it does not function.
------------------------------
Steve Parsons
BCD TRAVEL S.A.
Original Message:
Sent: 05-18-2023 09:32
From: Steve Parsons
Subject: Email History / Enabling Auto-Include
Hello Community!
We noticed this feature was deployed and decided to test. In our line of business, unfortunately back and forth emails can get 30 interactions deep. If a single agent doesn't click the "Include Message History" option, it throws everything off....which is why this feature is excellent to have.
Unfortunately, we cannot get it to work over the last 24 hours. Anyone know the 'catch' to make this function?
#Roadmap/NewFeatures
------------------------------
Steve Parsons
BCD TRAVEL S.A.
------------------------------