compose email from Case in CSM/FSM Configuration Workspace
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03-08-2023 05:26 AM
Please can someone advise -
When you click on Compose email from the case form (3 dots) within CSM/FSM configuration Workspace, it raise a draft email with the CC already prepopulate with the email of teh person to which the case is assigned.
Does anyone know where you can disable this as the customer doesn't want personal emails being sent to customers?
I appreciate that they can remove it manually when initially composing the email, however they would prefer it not to be there at all.
Thank you
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Customer Service Management
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03-11-2023 12:12 AM
@Sarah Barnes please search Inbound Actions and search under sn_customerservice_case table. You will see To, CC options filled with ${assigned_to}
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03-13-2023 01:54 PM
Unfortunately this does not resolve the problem, we have looked here and cannot find anything that relates to CC options which houses ${assigned_to} - Are you able to be more specfic?
