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Communicate with stakeholders on a customer query by forwarding emails (8.6)

Suggest edit Updated on May 12, 2021

Customer service representatives (CSRs) working on email triage cases can now address user inquiries more quickly, improve their productivity, and make email triaging more robust. CSRs can forward emails from an email triage case to other stakeholders, for example, third-party vendors, sellers, financial officers, or IT specialists. The email forwarding process in the Email Manager and Case Manager portal is secure, as the system keeps all forwarded emails to stakeholders in separate email threads from the customer conversation, so that stakeholders do not have access to information that they do not need.

To make the information that stakeholders do need more readable, the system maintains emails in each email thread in chronological order, from the most recent to the oldest. For example, when a CSR receives a request for a car insurance quote, they can reply to the customer asking for more information about their vehicle, and at the same time, forward the customer's email to the financial officer to immediately process the car insurance request.

The following figure shows a reply to a customer email about a missing iPhone charger that a CSR forwards to the support team of an organization. When a CSR forwards an email, the system appends the text of the original email in the body of the reply. For more information, see Forwarding emails to other stakeholders for an email bot.

An email from a customer to forward to additional stakeholders
An email from a customer to forward to additional stakeholders
Note: When CSRs forward an email to stakeholders, the email subject will not include an identifier, for example, M-1234, because the email bot uses a secure threading mechanism to track emails in the system.

You can also customize the email bot and define additional processing in an activity when the system receives a reply for a forwarded email. For more information, see Configuring the email bot to display a user name in emails, and Configuring how the email bot handles a reply to forwarded emails.

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