Email messages view

On this view you will be able to see the content of all the messages sent within the same message thread. You can also download attachments and emails in EML format (compatible with Microsoft Outlook) from the threads that have already been completed.

You can view the entire thread of a conversation by conveniently scrolling through each of the messages in the thread.

Field description

The general fields and options (regardless of the mail status) are as follows:

1. Copy conversation ID to clipboard button.
2. Opening the conversation in Genesys Cloud. Clicking on this button will open a new tab with the interaction.
3. Follow-up” button. Clicking on this button will mark or unmark the email for follow-up.
4. Email subject.
5. Mail information button. Pressing the button will take you to the information view. For more details go to Mail information view section.
6. Expand or reduce the size of the e-mail
7. Close the mail view and return to the main panel.
8. Expand or collapse the message of the mail thread
9. Email reply on this email (in threads with many replies, a reply email is generated on the selected email, including the conversation history).
10. Basic information of each message in the thread (subject, source, destination)
11. Mail content in HTML or plain text format depending on the email
12. Documents attached to the email
13. Close button and return to the main panel

Available actions per email status

In addition, depending on the status of the mail it will be possible to perform different operations:Queued emails:

• Assign conversation to Genesys Cloud user.
• Transfer
  • To queue
  • To agent
• End conversation

Finished mails:

• Send a reply mail keeping the history (the mail will be generated as a new thread in Genesys Cloud, but will keep the content of the conversation).
• Download each email in EML format (Compatible with Outlook and other email managers).

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