Email Interaction

Like chat and phone channels, Email Interaction enables agents to manage email conversations with customers using interaction records. Agents can create cases when further investigation is needed. This approach reduces unnecessary cases and provides a consistent design for omnichannel interactions.

To enable Email Interaction for Customer Service Management (CSM), configure system properties and define flows for processing incoming emails. These flows determine how emails are converted into interactions and, if necessary, into cases.

Additionally, enabling notifications for interactions notifies agents about email responses received from customers, supporting timely responses to customer inquiries.