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Create a follow-up Email Incident from Chats and Calls

Accepted answer
edited Aug 9, 2019 2:42PM in System Admin and Configuration 5 comments


Create a follow-up Email Incident from Chats and Calls



I am looking for a way to create a follow up email incident from a chat or call. Basically, when a chat or call comes in, the agent fills out the customer identification and some more fields (category, brand...). I would like a functionality where when a follow up contact is required the agent can with a press of a button on the call/chat workspace have a new Email Incident opened, that would inherit all or at least some of the fields from the chat/call incident. We want to keep the chat/call as a closed incident and create an email that

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