Question
What are the basic behaviors of Contact Center email flows?
Applies To
- Contact Center
- Configuration Manager for Contact Center
- Agent Workspace
- Email Script
- Email Channel
Answer
Inbound Email Behavior
The behavior resembles a standard ticketing system.
- Email is pulled into 8x8.
- A case is automatically created.
- When the agent accepts the email, the case is automatically assigned to the agent.
- The case stays assigned to that agent.
- The agent can reassign the case to an agent group or another agent.
- When the agent is assigned a case, there is not an automated notification of this. The agent needs to search for cases assigned to that agent.
CRM Properties for Emails
Our recommendation is to enable the option to re-open a CRM case if your customer responds to the same email. Otherwise, you will have multiple cases for the same email.
Scenario: An email has not been offered to an agent yet. During this time, Agent A assigns the unassigned CRM case to him/herself and works on the case.
The default behavior is that that original case will stay assigned to Agent A when the email is later offered to Agent B.
If you want Agent B to be automatically assigned to the case, then enable the check box below within the Properties Tab.
For the Email Channels
- The POP 3 protocol gives the option to leave a copy of the emails on the mail server. This is referred to as pull only.
- With IMAP, 8x8 pulls the email to 8x8 and then removes the copied emails from the mail server. This is referred to as pull and then delete.