0
2.0.0
Australia Patch 2, Australia, Zurich, Yokohama
Standalone Application
Email Interaction for CSM enables the creation of interactions from customer emails, preventing the creation of duplicate and unnecessary cases. Email interactions provide a consistent experience for agents across omnichannel interactions.
- Create interactions from new emails received from customers
- Simplified experience for handling emails on the email interaction page
- Create cases from email interactions and cross-link them to provide context to the agent
- Alert agents with notifications when customers respond to emails, so that they can act in a timely manner
- Add knowledge article links from the Recommended Actions panel, displaying the article title and number as a hyperlink in the email body
- Automatically link customer email replies received on closed interactions to the correct existing interaction or case
- AI summarization of email interactions
- Transfer CCaaS or AWA-routed email interactions to another queue or agent
Required plugins:
- Customer Service (Plugin ID: com.sn_customerservice)
- Email Interaction Core (App ID: sn_eaai_core)
- CSM Configurable Workspace (App ID: sn_cwf_wrkspc)
- Recommended Actions for Customer Service (App ID: sn_cs_nb_action)