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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: LucasPenen on August 24, 2018, 06:30:34 PM

Title: Forwarding an email including CC details
Post by: LucasPenen on August 24, 2018, 06:30:34 PM

Hi,
I have a contact center with email channel, and in some cases the agents recieve mails there have CC (carbon copy) email accounts linked to that mail.
So, when the agents need to forward that mails, the body of the forward copy the body of the original mail, the date, and from account, but not the CC emails accounts linked to that interaction.

There are any way from the configuration to include the CC emails account at forwarding email from WDE?

If not, there are any way to do that with a Custom Module of the WDE?

I hope you can help me!

Thanks Lucas

Title: Re: Forwarding an email including CC details
Post by: cavagnaro on August 24, 2018, 07:41:22 PM

What do you mean?
You want to auto populate those fields? Then no. Because as an email, a forward is a new email.

Title: Re: Forwarding an email including CC details
Post by: LucasPenen on August 27, 2018, 12:43:28 PM

I want to keep the cc accounts writed on the body of the forward.

Title: Re: Forwarding an email including CC details
Post by: cavagnaro on August 27, 2018, 01:39:12 PM

Then no. It is a custom feature you want.
Not even email clients do that automatically

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