Genesys Cloud - Main

Hello...

There are times when we are on a call with a customer, and need to send them an email as well. Currently, the system does not allow this. 

I understand that we may be unique in this request, but it does help us in our day to day. 

Is this something that has plans to change?

Thanks!

-Emily

Thanks for the note, Emily. You should be able to do this today with current functionality. Agents should be able to start writing new emails on behalf of queue regardless of whether they are on a call or not.

New emails on behalf of queue are not subject to utilization rules defined here:  https://help.mypurecloud.com/articles/configure-agent-utilization/

This means that an agent should be able to start writing new emails on behalf of queue, regardless of their current utilization. However, if they have 5 emails started and utilization is set at 2 for emails then PureCloud will not route new inbound emails to the agent until the agent has email availability.

If you are seeing different behavior, then could you open up a support ticket and provide additional details?

Thanks,

Lucie

Emily, here is the article that describes how to set it up and what permissions you need.

https://help.mypurecloud.com/articles/send-outbound-email-behalf-queue/

We released this functionality earlier in the year, and we do not automatically change roles for existing customers to give them access to new features - we allow you to enable new functionality for agents or supervisors at your own pace. This article describes how you can add new permissions to a role and at the very bottom, it shows how you can reset any default role - that way you get all the new functionality with one click.

https://help.mypurecloud.com/articles/add-roles/