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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

  • Guest
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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Marked as best answer by on April 25, 2025, 08:30:15 AM

Vivek

  • Guest
At QA Review stage, couldn't see orginal email
« Reply #2 on: January 01, 1970, 12:00:00 AM »
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    • 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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    Vic

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