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  • 1.  Email Interaction - Agent can not see customer address - field FROM

    Posted 06-13-2019 12:36
    No replies, thread closed.
    Anybody knows if is it possible to hide the field "From" in an email interaction?
    #Implementation

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    Juliano Montagner
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  • 2.  RE: Email Interaction - Agent can not see customer address - field FROM

    Posted 06-19-2019 17:33
    No replies, thread closed.
    It's not possible today. Could you provide any context around the request? Are you wanting to make sure the agent cannot see the email address?

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    Lucie DeCristofaro
    Genesys - Employees
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    Original Message


  • 3.  RE: Email Interaction - Agent can not see customer address - field FROM

    Posted 06-19-2019 17:54
    No replies, thread closed.
    Hello Lucie DeCristofaro, thank you for your attention.

    Yes, the agent cannot see the email address. It is a special case, the customer wants assign the PureCloud to a complaint internal contact center, on that case the employee can sent an email, for exemplo, about the not appropriated behavior his boss. This way the agent could not see the sender email address.

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    Juliano Montagner
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    Original Message


  • 4.  RE: Email Interaction - Agent can not see customer address - field FROM

    Posted 06-20-2019 08:07
    No replies, thread closed.
    If I'm understanding it correctly, you want employees to be able to raise issues anonymous issues to an internal team. However, since today the email address is visible there's no way to raise an issue anonymously.
    The email address is also visible within the APIs so it would require several changes on our end to hide this information. Best would be to create an idea for this in the ideas portal at https://purecloud.ideas.aha.io/?project=CLDIG

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    Lucie DeCristofaro
    Genesys - Employees
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    Original Message


  • 5.  RE: Email Interaction - Agent can not see customer address - field FROM

    Posted 06-21-2019 07:59
    No replies, thread closed.

    Yes, you got the idea. I will create it in the idea's Portal, but for now I need to figure out another solution. Thank you for your answer.



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    Juliano Montagner
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    Original Message


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