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Emails from Cc'd customers

Received Response
edited Oct 29, 2011 4:54PM in Agent Desktop 10 comments


I did not get a reply from my last post which could be because it was a bit rambling - or simply that that no one was interested. Anyway I’ve cut it down a bit so here goes……

I am trying to use RightNow to manage a process where we send emails to corporate clients. We have a main (primary) contact but also Cc in a distribution list of other people within that company.

RightNow works fine for a one-to-one relationship but when trying to Cc/Bcc in others I have the following issues:

1.    Inbound emails - there is no way of knowing who the customer copied in  (without searching through the email header – not agent friendly).  Agent may want to ‘reply all’

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