Email Interaction for CSM
Create email interactions to simplify handling email workflows in contact centres.
0 installs
0 reviews
v2.1.0
Scoped Application
Free
Developer Instance
Sub-Production
Install Trend
First tracked: 2025-01-30
Latest: 2026-09-09 (0 installs)
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About
Email Interaction for CSM enables the creation of interactions from customer emails, preventing the creation of duplicate and unnecessary cases. Email interactions provide a consistent experience for agents across omnichannel interactions.
Key Features
- Create interactions from new emails received from customers
- Simplified email handling experience on the email interaction page
- Create cases from email interactions and cross-link them to provide context to the agent
- Alert agents with notifications when customers respond to emails, so that they can act in a timely manner
Version History (10)
v2.1.0
2026-07-09 17:10:51
Minor defect fixes
v2.0.0
2026-06-16 16:09:31
Add knowledge article links from the Recommended Actions panel, displaying the article title and number as a hyperlink in the email body
Automatic...
v1.6.2
2026-05-05 14:48:11
Minor defect fixes
v1.6.0
2026-03-12 17:00:49
Releasing:
Wrap-up for email interactions
Agent-initiated email interactions
Transfer email interactions
v1.5.2
2026-03-12 17:00:42
Fixed minor defect
v1.5.0
2025-12-11 14:13:42
Enhancements to email interaction handling include the following:
External routing of email interactions is enabled to reduce administrative effor...
v1.3.0
2025-07-31 15:53:57
Several enhancements have been made to the Email Interaction agent experience: - A New Activity marker highlights the latest conversation.- A ...
v1.1.2
2025-09-12 09:01:01
Minor defect fixes.
v1.1.0
2025-05-01 14:47:25
Minor Enhancements
Agents can view Contact Card and Customer History on the Email Interaction page.
First Response wait time on an interacti...
v1.0.0
2025-01-30 16:14:24
Email Interaction for CSM provides flexibility to customers to create interactions in place of cases to streamline contact centre operations
ID: 1f97b7d0702fc210f87703d7c8bbaf2c · Published: Jul 2026 · Updated: Sep 09, 2026