Scenario: Someone sends us an email, and within a certain time frame the same person calls us (within the Email SLA). Is it possible to ask the caller within the IVR "We see you sent us and email in the last x hours , is this what you are calling about?". If yes then the IVR should respond with (We will answer your emails within SLA, if you have further need to speak we will connect you to an agent? Y?N")
thanks,