New email inside an open email interaction without notifying the agent

[luceroel]

Hi Team,

I have a client who receives long email interactions and when an agent has an email interaction open and in that same interaction they receive a new email, the system don't notify them. The new email is put on the top of the emails, so you can not notice it if the email is to large.

Is there any way to configure some alert or develop something that allows the agent to be alerted when a new mail came in that same interaction?

I hope someone has solved this issue.

Regards,
Lucero

[jnabuurs]

Hi Lucero,

We plan to add this enhancement to the UI over the next few months. We plan to highlight the unread/new email once it shows up in the email chain in your scenario above.

Thanks!
Jody Nabuurs
Product Manager

[Max_Gill]

In the meantime, may I recommend our Advanced Email Help Desk app for Genesys Cloud. It gives a lot more control by screen-popping it's own Email UI instead of the Genesys one.

[siddharth]

There are several ways to address this issue and ensure that agents are notified when a new email arrives during an open email interaction. Here are a few options:

1. Use email notifications: Many email clients and customer service software platforms offer email notifications that can alert agents when a new email arrives. These notifications can be configured to pop up on the agent's screen, play a sound, or send an email or text message to the agent's phone.
2. Implement real-time updates: Some customer service software platforms can be configured to provide real-time updates, so that agents are alerted as soon as a new email arrives. This can be done through an API or webhooks that allow the system to push updates to the agent's interface.
3. Develop a custom solution: If the customer service software does not offer the necessary functionality, it may be possible to develop a custom solution that monitors email interactions and alerts agents when a new email arrives. This could be done using a script or plugin that runs in the background and sends alerts to the agent's interface.