janlaing | 2018-09-07 03:29:33 UTC | #1
Hi I would like to forward an email with an attachment external to PureCloud (i.e. not transferring between queues or to another PureCloud user) and be able to do so without saving the attachment then reattaching it. For record keeping purposes we need to protect the integrity of the workflow of the email. Is this something that is available now or will be available in the near future?
tim.smith | 2018-09-07 14:15:34 UTC | #2
janlaing, post:1, topic:3507
I would like to forward an email with an attachment external to PureCloud (i.e. not transferring between queues or to another PureCloud user)
Can you explain a little more? If the email is external to PureCloud and queues and users aren't involved, what are you asking of PureCloud since it's not involved?
janlaing | 2018-09-09 22:16:14 UTC | #3
Sorry perhaps I wasn't clear. An email comes into PureCloud with an attachment - I want to forward the email out of the PureCloud platform to an external email address without removing the attachment then adding it back.
tim.smith | 2018-09-10 21:22:26 UTC | #4
Your application is responsible for constructing the reply, so you'll need to explicitly include the attachments when you send the reply.
janlaing | 2018-09-10 22:07:23 UTC | #5
Hi, so I can forward (as opposed to reply) to an email within PureCloud with attachments to an external party? I don't want to detach then reattach the attachments. Can you please explain further how this can occur?
tim.smith | 2018-09-10 22:14:53 UTC | #6
Hi, so I can forward (as opposed to reply) to an email within PureCloud
No, you can't forward emails in PureCloud. You can ACD route them to agents and then the agent can send a reply. If you want to send a forward of incoming emails elsewhere, you should configure your mail provider to do that.
Alternatively, you could write a custom application that uses notifications to watch for incoming emails into a queue and it could send an email with the contents of the ACD routed one. In that scenario, you would need to write your own integration with an email provider to send that email; that's also outside the scope of PureCloud.
janlaing | 2018-09-10 22:26:33 UTC | #7
thanks, I understand this is outside the current scope of PureCloud however is this something that could be looked at in the future?
tim.smith | 2018-09-10 22:28:01 UTC | #8
You can request the feature and share your use case here: https://purecloud.ideas.aha.io/ideas
system | 2018-10-11 22:28:05 UTC | #9
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This post was migrated from the old Developer Forum.
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