# Conversation Hub **URL:** https://community.egain.com/c/messaging-hub/5.md [Latest](https://community.egain.com/latest.md) · [Categories](https://community.egain.com/categories.md) · [Tags](https://community.egain.com/tags.md) --- ## [About the Conversation Hub category](https://community.egain.com/t/about-the-conversation-hub-category/34)
**Author:** [@Shalini](https://community.egain.com/u/Shalini)\ **Replies:** 0
Have questions about eGain’s digital interaction applications - email, chat, & others? This is your forum. The apps eGain Messaging eGain Secure Messaging eGain SuperChat eGain Cobrowse eGain CallTrack eGain Mail + So… --- ## [Email Service](https://community.egain.com/t/email-service/337)
**Author:** [@Avante](https://community.egain.com/u/Avante)\ **Replies:** 2\ **Last updated:** [August 14, 2026, 12:05pm UTC](https://community.egain.com/t/email-service/337 "2026-08-14T12:05:20Z")
Hello eGain, Please will like to know if there is a possibility of someone able to copy and past emails in eGain just like it’s done on outlook? --- ## [Survey Link in Email](https://community.egain.com/t/survey-link-in-email/1518)
**Author:** [@ddamola](https://community.egain.com/u/ddamola)\ **Replies:** 9\ **Last updated:** [April 2, 2026, 5:30am UTC](https://community.egain.com/t/survey-link-in-email/1518 "2026-04-02T05:30:58Z")
Hello all, I’m currently working with a client who requires a tailored solution in eGain 21. They need to embed unique survey links, assigned through a third-party application, into each email agent’s signature. This wi… --- ## [Storage - Exceeding limits - Backup options](https://community.egain.com/t/storage-exceeding-limits-backup-options/2013)
**Author:** [@coliver](https://community.egain.com/u/coliver)\ **Replies:** 1\ **Last updated:** [January 28, 2026, 5:46pm UTC](https://community.egain.com/t/storage-exceeding-limits-backup-options/2013 "2026-01-28T17:46:21Z")
We’ve been live for a few months for a select group of users and have already hit our cap on storage. Curious if others have experienced similar situations and more importantly what your backup/purge procedures are. Than… --- ## [Round Robin and maximum load](https://community.egain.com/t/round-robin-and-maximum-load/1988)
**Author:** [@Vicky](https://community.egain.com/u/Vicky)\ **Replies:** 3\ **Last updated:** [August 20, 2025, 5:41pm UTC](https://community.egain.com/t/round-robin-and-maximum-load/1988 "2025-08-20T17:41:13Z")
Hello eGain Community, Is there a way to configure max load when we have a Round robin feature on a queue? If we have a Custom rule built into the Workflow will that affect the max load for the round robin option? --- ## [How to give Related cases permissions to a user?](https://community.egain.com/t/how-to-give-related-cases-permissions-to-a-user/1947)
**Author:** [@Vicky](https://community.egain.com/u/Vicky)\ **Replies:** 1\ **Last updated:** [July 21, 2025, 5:56pm UTC](https://community.egain.com/t/how-to-give-related-cases-permissions-to-a-user/1947 "2025-07-21T17:56:31Z")
Hello eGain Team, We are trying to give permission to relate cases to two customers and we can not succeed in doing so. We know there are pull, transfer, delete, view, and own permissions in the Administration Console.… --- ## [How Are You Integrating It with eGain for Better KM?](https://community.egain.com/t/how-are-you-integrating-it-with-egain-for-better-km/1972)
**Author:** [@cisoti6078](https://community.egain.com/u/cisoti6078)\ **Replies:** 1\ **Last updated:** [July 18, 2025, 9:51pm UTC](https://community.egain.com/t/how-are-you-integrating-it-with-egain-for-better-km/1972 "2025-07-18T21:51:51Z")
Hi everyone, I recently completed Confluence training and have been exploring how it can be used more effectively for internal documentation and knowledge sharing. Since we also use eGain for customer service and knowle… --- ## [Email Activities response](https://community.egain.com/t/email-activities-response/339)
**Author:** [@Avante](https://community.egain.com/u/Avante)\ **Replies:** 3\ **Last updated:** [July 18, 2025, 9:06pm UTC](https://community.egain.com/t/email-activities-response/339 "2025-07-18T21:06:06Z")
Hello eGain Support Team, On eGain is it possible for a customer’s email be automatically routed to an agent who earlier worked on the activity Case ID? --- ## [How to Connect eGain Chat With Microsoft Power Automate for Post-Chat Workflows?](https://community.egain.com/t/how-to-connect-egain-chat-with-microsoft-power-automate-for-post-chat-workflows/1971)
**Author:** [@benof](https://community.egain.com/u/benof)\ **Replies:** 1\ **Last updated:** [July 14, 2025, 8:51pm UTC](https://community.egain.com/t/how-to-connect-egain-chat-with-microsoft-power-automate-for-post-chat-workflows/1971 "2025-07-14T20:51:24Z")
Hello I am exploring ways to streamline my customer support workflows using eGain’s chat system. :innocent:Specifically; I want to trigger follow-up actions after a chat ends like logging the transcript, sending a feedb… --- ## [Bulk emails](https://community.egain.com/t/bulk-emails/1856)
**Author:** [@burroughss](https://community.egain.com/u/burroughss)\ **Replies:** 1\ **Last updated:** [May 7, 2025, 4:24pm UTC](https://community.egain.com/t/bulk-emails/1856 "2025-05-07T16:24:46Z")
Hi All, is it possible to send emails to multiple users, creating different activities, without BCC everyone --- ## [How are Pick and Pull Activities Different](https://community.egain.com/t/how-are-pick-and-pull-activities-different/1401)
**Author:** [@rtalwar](https://community.egain.com/u/rtalwar)\ **Replies:** 2\ **Last updated:** [May 7, 2025, 4:22pm UTC](https://community.egain.com/t/how-are-pick-and-pull-activities-different/1401 "2025-05-07T16:22:11Z")
So, what’s the difference between “pick and pull” activities? Well, even though we can set things up to automatically assign activities, agents sometimes can choose to work on specific activities when needed by using Pi… --- ## [Outbound Email Workflow Modify Object Pattern Usage](https://community.egain.com/t/outbound-email-workflow-modify-object-pattern-usage/1584)
**Author:** [@jjanusz](https://community.egain.com/u/jjanusz)\ **Replies:** 1\ **Last updated:** [May 7, 2025, 4:19pm UTC](https://community.egain.com/t/outbound-email-workflow-modify-object-pattern-usage/1584 "2025-05-07T16:19:57Z")
I am trying to set an outbound email workflow so that it changes the subject line to “Secure:” plus whatever was already in the subject line. I put a modify object rule in the outbound workflow, and set a new rule, “secu… --- ## [How to add CC with email address in the email Workflows?](https://community.egain.com/t/how-to-add-cc-with-email-address-in-the-email-workflows/1923)
**Author:** [@Vicky](https://community.egain.com/u/Vicky)\ **Replies:** 1\ **Last updated:** [May 6, 2025, 6:55pm UTC](https://community.egain.com/t/how-to-add-cc-with-email-address-in-the-email-workflows/1923 "2025-05-06T18:55:15Z")
Hi Team, We would like to know how to add to an email workflow a CC or BCC standard? Since in that workflow two supervisors need to be able to read every single email --- ## [Optimal Number of Service Accounts for multiple email mailboxes](https://community.egain.com/t/optimal-number-of-service-accounts-for-multiple-email-mailboxes/1890)
**Author:** [@IFirth](https://community.egain.com/u/IFirth)\ **Replies:** 2\ **Last updated:** [May 2, 2025, 11:37pm UTC](https://community.egain.com/t/optimal-number-of-service-accounts-for-multiple-email-mailboxes/1890 "2025-05-02T23:37:13Z")
I have been asked by a customer whether 7 service accounts for 310 mailboxes is an optimal setup to ensure stable service? Can anyone with experience of this please provide any feedback. --- ## [How to enable routing of email activities from the same customer with the same subject line to the original agent who handled the initial email](https://community.egain.com/t/how-to-enable-routing-of-email-activities-from-the-same-customer-with-the-same-subject-line-to-the-original-agent-who-handled-the-initial-email/1935)
**Author:** [@pgawande](https://community.egain.com/u/pgawande)\ **Replies:** 0\ **Last updated:** [May 2, 2025, 10:04pm UTC](https://community.egain.com/t/how-to-enable-routing-of-email-activities-from-the-same-customer-with-the-same-subject-line-to-the-original-agent-who-handled-the-initial-email/1935 "2025-05-02T22:04:32Z")
Use Case: A customer sends an email with the subject: “What is your pets’ policy.” The email is routed to Agent1. Before Agent1 responds, the customer sends a follow-up email with the subject: “Re: What is your pets po… --- ## [Can eGain link different emails a customer sent on a same subject?](https://community.egain.com/t/can-egain-link-different-emails-a-customer-sent-on-a-same-subject/1907)
**Author:** [@Vicky](https://community.egain.com/u/Vicky)\ **Replies:** 1\ **Last updated:** [April 10, 2025, 1:52pm UTC](https://community.egain.com/t/can-egain-link-different-emails-a-customer-sent-on-a-same-subject/1907 "2025-04-10T13:52:18Z")
There are some customers that send different email minutes apart coming from the same email address and under the same subject. Is there a way eGain can link them so as to avoid the creation of different cases/activities… --- ## [How can you reply to a completed email that was completed by someone else?](https://community.egain.com/t/how-can-you-reply-to-a-completed-email-that-was-completed-by-someone-else/1522)
**Author:** [@corina.stretch](https://community.egain.com/u/corina.stretch)\ **Replies:** 4\ **Last updated:** [April 3, 2025, 4:29pm UTC](https://community.egain.com/t/how-can-you-reply-to-a-completed-email-that-was-completed-by-someone-else/1522 "2025-04-03T16:29:29Z")
I’m helping an agent - When doing an advanced search for a completed case, he wants to reply to it, but eGain is only bringing up the original email from the customer and not the most recent current string of back and fo… --- ## [Changing Agent Availability Status in eGain 21](https://community.egain.com/t/changing-agent-availability-status-in-egain-21/1849)
**Author:** [@ddamola](https://community.egain.com/u/ddamola)\ **Replies:** 2\ **Last updated:** [April 2, 2025, 1:57pm UTC](https://community.egain.com/t/changing-agent-availability-status-in-egain-21/1849 "2025-04-02T13:57:41Z")
Hello, We are working with a client who uses eGain 21 for their customer service operations. They would like to know how a supervisor can change an agent’s availability status (e.g., Available, Break, Training etc.). A… --- ## [Updates to Email in R21](https://community.egain.com/t/updates-to-email-in-r21/1891)
**Author:** [@IFirth](https://community.egain.com/u/IFirth)\ **Replies:** 1\ **Last updated:** [April 1, 2025, 6:08am UTC](https://community.egain.com/t/updates-to-email-in-r21/1891 "2025-04-01T06:08:05Z")
A customer has asked if we have a list of any(all) changes relating to email in R21 - I suspect it’s not a large number since email is a stable product. The ask is about functional changes as well as any settings that ma… --- ## [Setup email forwards](https://community.egain.com/t/setup-email-forwards/1568)
**Author:** [@vik79](https://community.egain.com/u/vik79)\ **Replies:** 1\ **Last updated:** [January 6, 2025, 11:58pm UTC](https://community.egain.com/t/setup-email-forwards/1568 "2025-01-06T23:58:56Z")
Hi, I have an email from a specific company going into Default exception queue and would like to redirect/forward it to another queue. Where can I configure this forward or redirect? version: 15.5.3 --- ## [Do agents have the ability to block chats from specific customers?](https://community.egain.com/t/do-agents-have-the-ability-to-block-chats-from-specific-customers/1621)
**Author:** [@rtalwar](https://community.egain.com/u/rtalwar)\ **Replies:** 0\ **Last updated:** [October 25, 2024, 7:38pm UTC](https://community.egain.com/t/do-agents-have-the-ability-to-block-chats-from-specific-customers/1621 "2024-10-25T19:38:05Z")
Yes! Agents can block customers from the chat queue using the Block function, which prevents those customers from engaging with the agent or initiating new text or video chats for a specified time period. This function … --- ## [Improving Customer Service with Agent Preferences in eGain's Conversation Hub](https://community.egain.com/t/improving-customer-service-with-agent-preferences-in-egains-conversation-hub/1605)
**Author:** [@rtalwar](https://community.egain.com/u/rtalwar)\ **Replies:** 0\ **Last updated:** [October 17, 2024, 10:52pm UTC](https://community.egain.com/t/improving-customer-service-with-agent-preferences-in-egains-conversation-hub/1605 "2024-10-17T22:52:17Z")
Do you know that eGain’s Conversation Hub can be configured to record specific agent preferences for each customer profile? When a customer has a preferred agent, activities can be routed to that agent, who is already fa… --- ## [Boosting Agent Efficiency with AssistGPT: Your AI Assistant](https://community.egain.com/t/boosting-agent-efficiency-with-assistgpt-your-ai-assistant/1604)
**Author:** [@rtalwar](https://community.egain.com/u/rtalwar)\ **Replies:** 0\ **Last updated:** [October 17, 2024, 12:06am UTC](https://community.egain.com/t/boosting-agent-efficiency-with-assistgpt-your-ai-assistant/1604 "2024-10-17T00:06:28Z")
Hey everyone! I wanted to share how AssistGPT, our AI assistant, is making a real difference for customer service agents. eGain’s AssistGPT is not just another tool, it’s a game-changer that transforms the way agents ha… --- ## [Security White Paper on Secure Messaging/Chat solutions](https://community.egain.com/t/security-white-paper-on-secure-messaging-chat-solutions/1530)
**Author:** [@chipsharpdotcom](https://community.egain.com/u/chipsharpdotcom)\ **Replies:** 1\ **Last updated:** [July 13, 2024, 12:14am UTC](https://community.egain.com/t/security-white-paper-on-secure-messaging-chat-solutions/1530 "2024-07-13T00:14:52Z")
I’m looking for a white paper on the security level employed on the secure messaging channel. I need to get some information for audit and compliance evaluation purposes of potential solutions I’m looking at and it doesn… --- ## [Default to Unavailable for Email when logging in](https://community.egain.com/t/default-to-unavailable-for-email-when-logging-in/1528)
**Author:** [@MarkHerman](https://community.egain.com/u/MarkHerman)\ **Replies:** 2\ **Last updated:** [July 11, 2024, 1:59pm UTC](https://community.egain.com/t/default-to-unavailable-for-email-when-logging-in/1528 "2024-07-11T13:59:57Z")
I am working with a customer who would like the users to be Unavailable for Email when they log in. Is there a way to set this in R21? I was looking around all the settings, and I didn’t see one that starts the user as… --- ## [Changing the "Almost Due" color in Email Advisor Desktop](https://community.egain.com/t/changing-the-almost-due-color-in-email-advisor-desktop/1529)
**Author:** [@MarkHerman](https://community.egain.com/u/MarkHerman)\ **Replies:** 1\ **Last updated:** [July 10, 2024, 10:37pm UTC](https://community.egain.com/t/changing-the-almost-due-color-in-email-advisor-desktop/1529 "2024-07-10T22:37:42Z")
In the Advisor Desktop on R21, the Due Date becomes a yellow/orange color when the SLA is almost up. I am working with a customer who believes that color is not easy to see. Can we change the default color for the “Alm… --- ## [Default Font for email](https://community.egain.com/t/default-font-for-email/1309)
**Author:** [@ddamola](https://community.egain.com/u/ddamola)\ **Replies:** 2\ **Last updated:** [July 10, 2024, 6:28pm UTC](https://community.egain.com/t/default-font-for-email/1309 "2024-07-10T18:28:17Z")
Hello, The email team would like to have a default font and size setup for responding to emails. Is it possible to configure a default font and size? --- ## [eGain compatible to JAWS “a screen reading tool for the blind](https://community.egain.com/t/egain-compatible-to-jaws-a-screen-reading-tool-for-the-blind/1506)
**Author:** [@jkothari](https://community.egain.com/u/jkothari)\ **Replies:** 3\ **Last updated:** [June 27, 2024, 6:06pm UTC](https://community.egain.com/t/egain-compatible-to-jaws-a-screen-reading-tool-for-the-blind/1506 "2024-06-27T18:06:23Z")
One of our customer is on version 21.16.4 and they would want to know if our products are compatible to JAWS a screen reading tool for the blind. --- ## [Introducing the AI Services](https://community.egain.com/t/introducing-the-ai-services/1456)
**Author:** [@aasthas](https://community.egain.com/u/aasthas)\ **Replies:** 0\ **Last updated:** [May 8, 2024, 8:14pm UTC](https://community.egain.com/t/introducing-the-ai-services/1456 "2024-05-08T20:14:51Z")
At eGain, we are thrilled to unveil our latest AI-powered services designed to elevate customer support experiences to unprecedented heights. Our newly enhanced portal templates boast cutting-edge features including Inst… --- ## [Leave a copy of the email on the server using oAuth](https://community.egain.com/t/leave-a-copy-of-the-email-on-the-server-using-oauth/1402)
**Author:** [@hmanocha](https://community.egain.com/u/hmanocha)\ **Replies:** 0\ **Last updated:** [April 15, 2024, 9:04pm UTC](https://community.egain.com/t/leave-a-copy-of-the-email-on-the-server-using-oauth/1402 "2024-04-15T21:04:11Z")
Hello, Customer is going to use oAuth connection for the email connection and wondering to leave a copy of the email on the server. Are you aware of how customers can do it with Office365 account? [Next page](https://community.egain.com/c/messaging-hub/5.md?page=1)