Genesys Cloud - Main

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?

Thanks!

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.

 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

Hi Steve,

Have you found a way to make this work? I'm facing the same challenge where the message history is not automatically being added once the agent replies to the email.