How to save multiple email message responses/interactions in Interaction History, and reprocess 2nd and 3rd Email Responses. (Doc ID 1340460.1)

Last updated on AUGUST 06, 2013

Applies to:

Oracle Email Center - Version 12.1.1 to 12.1.3 [Release 12.1]
Oracle Customer Support - Version 12.1.1 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Goal

How to store/display multiple email message responses/interactions in Case History.

 

How to route 2nd and 3rd Email Replies to the Original Agent, in the case of an Email being sent to more than one person.


To answer questions like:

Why aren't the second, third & so on Email Message Responses/Interactions from the Agent/User not stored & displayed as an Interaction Record under the History tab of the Case Worker page?

Solution

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