CS Inbound Correspondence - Behavior
Hi,
I have few questions on the OOTB behavior for the inbound correspondence Interaction.
- When Interaction case gets created, CSR replies to the email via Interaction. What happens
- When CSR does not Wrap up the case and Customer replies. Does it create new interaction or it updates existing Interaction case?
- If CSR Wraps up the case and customer replies, Hope it will create new email interactions. If so does this new interaction, have history of the previous email thread?
- Any functional documentation available on the OOTB behavior of Inbound email interaction
Thank you!
Accepted Solution
Updated: 8 Jun 2020 17:15 EDT
Pegasystems Inc.
IN
Hi,
PFB answers for the queries
1. When end-user replies to the CSR email which was triggered before from the email interaction case gets updated in the existed interaction case if the CSR doesn't wrap-up the interaction case.
2. Let's consider that CSR wrapup the interaction case and end-user replies to the CSR's email, then a new interaction case gets created and the email thread is updated in the newly created interaction case. When you open the previous interaction case which CSR has done the wrapup, there as well the email thread got updated, but as CSR has done the wrapup the interaction work object status gets changed to Resolved-Completed.