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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
In this video @Rebecca Harper talks about the new functionality to enable and disable email threading Administrators can now enable or disable email threading and define the length of time to thread email conversations after the most recent interaction, up to 30 days....
20240318_FeatureReview_DX_Digital_Enable and disable email threading_RH.mp4
In this video, Becky discusses a new feature, "Support for multiple external email participants" A Genesys Cloud email interaction that contains more than one external participant now generates a unique participant ID for each participant on the conversation. When a new external participant...
20240131_FeatureReview_DX_Email_Support for multiple external email participants_RH.mp4
In this video @Gaurav Srivastava reviews four email enhancements all released on the same week. Agents can now view improvements to the email editor, including attachments at the top of the editor, more details in incoming email headers such as To and CC, and better subject line visibility....
FeatureReview_CX_EmailEnhancements_GS_20230517.mp4