Genesys Cloud CX

 View Only
Discussion Thread View

New email inside an open email interaction without notifying the agent

  • 1.  New email inside an open email interaction without notifying the agent

    Posted 4 days ago

    Hi Team,

    I have a client who receives long email interactions and when an agent has an email interaction open and in that same interaction they receive a new email, the system don't notify them. The new email is put on the top of the emails, so you can not notice it if the email is to large.

    Is there any way to configure some alert or develop something that allows the agent to be alerted when a new mail came in that same interaction?

    I hope someone has solved this issue.

    Regards,
    Lucero


    #Unsure/Other

    ------------------------------
    Maria de la Luz Estrada
    Nekotec Tecnologia, S.A. de C.V.
    ------------------------------