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Upcoming changes to Email Agent experience

  • 1.  Upcoming changes to Email Agent experience

    Posted 09-26-2023 11:41


    Please be advised of an upcoming change to the Email agent experience, as described below, and as described here:

    Summary:  Today, when there are multiple external email addresses included in an email conversation, we group them together as one single external participant.
    For example,

    • The agent emails Jane Smith.

    • Jane Smith forwards the email to John Doe.

    • John Doe replies to the agent.

    • The agent receives a notification of an incoming email from Jane Smith, not John Doe.

    • In the agent's roster, Jane Smith appears as the sender.  

    When we release this change, we will be including support for multiple external email addresses, meaning in the example above, the agent will see that John Doe has replied, not Jane Smith.

    This change will be reflected across the platform, including in the agent view and in the Timeline view for the interaction detail record.

    There are no API updates with this change, and we believe that this will improve the agent experience.

    Expected release date: October 25th, 2023.

    Please let us know if you have any questions.


    Jody Nabuurs
    Genesys - Employees

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