Emails from Cc'd customers
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’