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 Interactions Detail view, Campaign Interactions Detail view, Content Search view, Interactions view, My Interactions view, and Queues Interactions detail view. This feature enables agents to easily continue conversations and aims to provide improved efficiency, continuity, and responsiveness in customer interactions.

Release notes: https://help.mypurecloud.com/releasenote/june-17-2024/

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