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Hello Community,
In Omnichannel, we can set up record type channel workstream to route cases (which are converted from incoming emails) to different queues for agents to monitor and work on via agent dashboard. These are cases that are converted from original incoming emails, and therefore a copy of the email is associated under the Timeline section of the case record.
My question is: when the agent opens the case and sends an email reply directly from the originating email that's associated to the timeline of the case, and later on, the customer replies back again in response to the agent's email, is there a way to notify the agent that there is a new email response sent from the customer? Is there any setting or anything that can be configured to make that happen? Since the customer is replying to the same email thread, I understand those subsequent email response from the customer will be automatically tracked to the case record. However, without the agent opening the case record to check the email history under the Timeline section, the agent wouldn't know there is a new email response from the customer. Is there a way for the system to alert the agent?
I should also mention that we are not using Outlook to monitor these emails. These are emails that are sent and received directly through the Queue Mailbox in D365. Therefore, we are not dealing with a situation where the agent could monitor these emails in Outlook.
Any insights would be appreciated. Thank you!
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