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When an agent receives an email, if he wants to show history, he has to check the box history. And he has to do that for each email.
This functionnality is essential for us, and I would like the box to be automatically checked, in order that the agent does not forget to check the box.
Is it possible ? How to configure that ?
Thanks for your help
#Email #EMailInteraction #history #Omni-channeldesktop
------------------------------Catherine DUPIRENXO FRANCE SASU------------------------------
Lucky for you, that came out on May 17th:
Administrators now have more control over when they want to include or exclude message history from an email that an agent sends on behalf of a queue. This feature add these options for email configuration: Always auto-include message history with each agent's response, Never include message history with each agent's response, and Let agents decide for each response (default). For more information, see Use the organization's email domain name. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.
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