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Bounced Messages - Need to update the incident — Cloud Customer Connect
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Bounced Messages - Need to update the incident

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edited Feb 10, 2021 9:35PM in Reporting & Analytics for B2C Service 1 comment

Summary

Bounced Messages do not update the incident

Content

On successful sending of an email to a contact that is NOT marked as Invalid, The incident email header just shows a RED ! error, but this shows up after an Agents sends and closes the incident workspace.  The incident is set to Awaiting - Customer Response, so it will auto close in 3 days.  So we have a customer NOT getting and email and then the incident is closing in 3 days.  Do we have workspace options to change the Status to UPDATED if we get a bounded error? Can we also show this error as an PRIVATE NOTE

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