Email Channel

The list of the interactions managed by the Agents will be available on the Email Channel Interactions List:

If the email Subject is underlined when you hover over the text you'll see the first lines of the last message content, like in this example:

This function can be disabled by the Administrator.

The down/up arrows near the Last message field indicate if the last message was incoming or outgoing.

You can filter the interaction list by: Start Date, Read/Unread, Status (Open/Closed), Account (Me, Not Assigned, All), Agent (the first one who managed it), Tags (multiple choice):

The interactions can be searched by: 

• interaction ID

• message text

• subject

• contact first name

• contact last name

• contact email address

So click the search button, insert the search string and confirm:

and the list of the contacts matching the search string will be shown. When you want to go back to the full list of contact view again, click on X.

The interaction Status can be:

• Open

• Open - Sub-status (where Pending is a default sub-status but many more can be added by the administrator)

• Closed (by an Agent)

• Closed Unmanaged (the interaction request has not been managed)
  

There are two ways to set an interaction Sub-status (only if it is Open):

The Administrator can set new sub statuses.

If you see a small number near the contact name, like in the following picture:

it means that new interactions have been received (but not managed) in the same conversation.

• Clicking on the Interaction row, the agent is able to see all the messages exchanged in the single session, as well as the right side bar information (contact, interaction, journey).

• Clicking on the three dots menu, the agent can apply the following commands to the selected interaction:
  - Show the interaction contents
  - Download a pdf transcript of the interaction, with or without attachments (depending on Agent's permissions)
  - Close and (eventually) dispose the interaction.
  

You can use the Advanced Search button and select a field to be matched with a value among a list of all those available.
When you click this button (you find it on the right side of the toolbar), the system will show you the following form:

• Select the Field (scroll the list of all the available search fields)

• Select the Operator among those available (eg.: equals, contains, starts with, and so on)

• Select or insert the Value

• Add the Condition (click on +)

To add more conditions repeat the operation, like in the following example:

and choose whether the conditions:

If you want to delete the advanced search condition inserted click on the single search condition button X to delete it or click on the CLEAR button in order to delete them all at once.

When you finish, click on the APPLY button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.

It is possible to: