Disable email responses from the case activity stream

Disable email responses from the case activity stream. Stop agents from interacting with customers directly.

시작하기 전에

Role required: admin

이 태스크 정보

By default, customer service agents can respond to cases using options within a customer email thread instead of having to use another email client. Agents can use the Reply, Reply All, and Forward buttons in the case activity stream to respond to customer emails.

You can disable this feature and hide these buttons from the Agent Workspace or Configurable Workspace application.

프로시저

1. Navigate to All and enter sys_properties.list.
   The System Properties page opens.
2. Select New.
3. Create a system property with the name sn_agent_workspace.activity_email_options_enabled.
4. Set the value to false.
5. Select Submit.

결과

Users with the role sn_customerservice_agent are now unable to reply to or forward emails.