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In this video, @Mark Bernardo discusses a new feature "Enhanced email input fields" Genesys Cloud visually enhanced the input fields for email interactions. The updated design adds borders and background colors to the subject, to, cc, and bcc fields. Agents can clearly see which fields that...
In this video , @Yu Tan ( Yu Heng ) discusses the new feature that lets supervisors preview active emails in queue and parked emails. Supervisors can now preview the content of active emails before assigning them to themselves or other agents. This new feature provides clear visibility into...
In this video @Yu Tan talks about the IMAP integration for inbound email. Administrators can now add an IMAP integration for inbound email. The integration enables Genesys Cloud to pull email from the server that is associated with the integration and route it into the contact center,...
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In this video, @Gaurav Srivastava discusses a new feature "Park email interactions" Agents can now park or pause ongoing email interactions when they need more time to gather information, consult with others, or delay their response for any reason. This feature enables agents to temporarily...
In this video, @Rebecca Harper discusses a new feature "Reconnect and reply to closed email" Agents can now use the Reconnect conversation icon to reconnect and reply to previously closed email interactions. Users can access the reconnect conversation functionality from the Agents...
In this video @Kumar Sanjeevi talks about how to re-use SMTP connections in outbound email. Administrators can now reuse existing connections to SMTP servers to send outbound email. This feature reduces rate limits on the customer side and avoids failures. Read more: Configure and...
20240527_FeatureReview_CX_Re-use SMTP connections in outbound email_SK.mp4
In this video, Taka discusses a new feature "Agent desktop email user interface enhancements" Genesys Cloud has an improved agent email user interface, including enhanced thread handling, visual hints, resolution of known issues, and maintains parity with the previous version. The updated...
20240422_FeatureReview_EX_Unified Communication & Collaboration_NewEmailComponent.mp4