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\uD83D\uDCCB Email Account Transfer
This feature allows transferring an email interaction from an account to another
☑️ Requirements
☑️ This feature is available from Version 3.32.0
☑️ The feature needs to be pre-enabled per email account under the tab Advanced of the configuration of an email account in Motion
⚙️ Configuration
The admin can manage this feature by going to: Email → Email Accounts → Edit → Advanced
You can enable/disable the Account Transfer an interaction (default disabled)
Moreover you can enable/disable the option to send an automatic email when the interaction is transferred (default disabled). In this case you can choose an email template. If you choose an email template, it will be automatically sent when an interaction is transferred to another account. In this case the automatic mail is sent in response to the last message sent by the client before the transfer
To create an email template, you have to open Tools →Templates section and you can insert an email body, by using in the template the parameters: {{fromAccount}} , {{toAccount}}
💡 How does it work?
Once an email interaction has been transferred to a different account, it will not automatically come back for timeouts or events, and it will appear under the list of interactions for the new email account where it will initially appear as unread and thus in bold.
After the transfer to a different account, a new mail from the customer to the previous account will be sent and originated within the same thread of the email interaction, will be managed by the new account.
Moreover, an agent can manage the interaction after its transfer to a different account only by seeing it in the list of interactions for the new account and then picking it, and will not receive the interaction as distributed by a queue.
The emails within the interaction will keep their original addresses therefore on the side of Motion, whether it is the to-address or the from-address, this will be the original account if the mail was sent before the transfer and the new account if the mail was sent after the transfer.
As reports of emails are based on the email accounts, two reports of the same type and related to the same period of time show different values about two email accounts, when interactions have been transferred from the first to the second account and the reports have been run 1 before the transfers and 1 after the transfers.
The interactionId and createdAt of the email interaction transferred to a different account will not be changed