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Vivek

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At QA Review stage, couldn't see orginal email
« on: January 01, 1970, 12:00:00 AM »
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At the QA Review stage, the agent can see the external agent response, but not the customer's original email.
Is there any workaround can be done then agent can see customer's original email and external agent's reply before send it to customer?
Our Email Server Application has following setting:
ExternalAgentResponseDisposition=1
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Short

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At QA Review stage, couldn't see orginal email
« Reply #1 on: January 01, 1970, 12:00:00 AM »
Can't you see the original email message under the history tab?
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Vivek

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At QA Review stage, couldn't see orginal email
« Reply #2 on: January 01, 1970, 12:00:00 AM »
Yes, only if I use Genesys softphone.

But we are using our Custom Softphone, that doesn't have capability to display history of an email.
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Marked as best answer by on June 04, 2025, 09:32:10 AM

Vic

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At QA Review stage, couldn't see orginal email
« Reply #3 on: January 01, 1970, 12:00:00 AM »
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    • Vivek,
    just add a line of code to do DB dip and get the original email :)
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