Email Account Transfer
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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?
When an agent wants to transfer an interaction to an other account, he/she has to click on 3 dots menu → Transfer option
And choose Account type, by selecting the desired account
Once an email interaction has been transferred to a different account, it will appear under the list of interactions for the new email account where it will initially appear as unread and thus in bold and agent will be able to manage the interaction by seeing it in the list of interactions (and will not receive the interaction as distributed by a queue).
When the email is transferred, the customer can be informed with the enabled automatic email that the interaction has been moved to a new address.
If more than one transfer occurs on the same email interaction, this functionality will be applied only for the last of the previous accounts. 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.
The interactionId and createdAt of the email interaction transferred to a different account will not be changed
After the transfer to a different account, a new mail to 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.
If you transfer an email with embedded files or attachments, they are transferred successfully . Moreover it’s possible to download the transferred email (with or without attachments).
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.
New database fields in mail_interaction:
TransferAccountId
TransferMailQueueId
transferrAt
Scenarios of use
Automatic Mail OFF
Customer sends MailA to Account1 → Agent answers with MailB → Agent transfers from Account1 to Account2 → if customer answers to MailB, mail is included in transferred interaction
Customer sends MailA to Account1 → Agent transfers from Account1 to Account2 → Agent answers from Account2 → the flow is processed correctly by Account2
Automatic Mail ON
Customer sends MailA to Account1 → Agent answers with MailB → Agent transfers from Account1 to Account2 → automatic email is sent in response to MailA → if customer answers to MailB, mail is included in transferred interaction
Customer sends MailA to Account1 → Agent answers with MailB → Agent transfers from Account1 to Account2 → automatic email is sent in response to MailA → if customer answers to MailAuto, in replyTo he will see Account2
Customer sends MailA to Account1 → Agent transfers from Account1 to Account2 → automatic email is sent in response to MailA → if customer answers to MailAuto, in replyTo he will see Account2