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  • 1.  Responding to an email thread that has already terminated

    Posted 11-14-2023 22:39
    No replies, thread closed.

    Is there anything on the roadmap that would enable an agent to respond to an email that is already marked done? The thread is open for 72 hours but there is no interaction to respond to.

    1. Customer sends email
    2. Agent responds and ends interaction
    3. Agent needs to reply to email thread 


    #DigitalChannels

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    Paul Wild
    BCD Travel Germany GmbH
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  • 2.  RE: Responding to an email thread that has already terminated

    Posted 11-15-2023 04:39
    No replies, thread closed.

    Hello Paul,

    I've seen this in the roadmap several times and the idea is set to Upcoming Development

    https://genesyscloud.ideas.aha.io/ideas/DIG-I-181

    It was originally targeted to Q4, but if it's not in development yet I'm hoping we can get it in H1'24.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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    Original Message


  • 3.  RE: Responding to an email thread that has already terminated

    Posted 11-16-2023 08:01
    No replies, thread closed.

    This idea is in active chartering and up next for development on the roadmap for Email.  It won't be available in Q4 but we are currently looking to make it available in H1 of 2024.



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    Katie Ritz
    Sr Director Product Management
    Genesys - Employees
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    Original Message


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