Little-known issue is that you need to have recording turned on for Email and Messaging (no one should be using Chat) for the "transcript" to be saved. Like any other transcript, it can be searched for 30 days (and soon to be 90 hopefully) in the Content View.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 04-29-2024 19:52
From: Heather laird
Subject: Email search
Hello, we have just moved to Genesys Cloud C2 and need to confirm if you can search email or chat interactions by keywords, emails or other information. This was a feature of bold chat 360 and one our team used regularly to verify any previous emails customers had sent.
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