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  • 1.  Email : Show history by default

    Posted 06-01-2023 04:17
    Edited by Catherine DUPIRE 06-01-2023 04:21


    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 DUPIRE

  • 2.  RE: Email : Show history by default

    Posted 06-01-2023 19:29

    Lucky for you, that came out on May 17th:

    Add and remove flexibility for email history in agent emails

    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.

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

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