Good morning all.
I am currently meeting a customer need that comes up regularly. How can we manage an email thread on a complaint? The main need is to be able to respond simply and quickly from the console view by showing the completeness of the exchanges.
Currently, to respond to a ticket via the email channel, I can use the interaction panel. However, this does not include information from the ticket except the subject. In addition, it is not possible to build mail templates on the basis of ticket fields. The other possibility is to open the last email and then reply to it. This presents 2 concerns. First, I have to exit console view so this adds several steps. Then I no longer have any information on the complaint so it is difficult to answer it. Finally, I cannot use the response template because I am losing the trade history.
So, from the console view, how could I configure a mechanism (BPM or other) allowing to enter a response and send it to the client without leaving my screen and without development ideally?
My first idea was to use the "resolution" field for the user to type in their answer. Then via the BPM engine, I will transmit this message to the client by inserting the history of the messages. However, the BPM engine does not allow looping through a set of emails to retrieve the content.
My second idea was to concatenate the emails on the ticket in order to have a complete exchange but it is not possible to access the HTML type field from the BPM engine. In addition, I would have liked to insert the content in the comment log field but I do not believe that we can feed it via BPM.
Do you have any ideas or best practices to share
