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 forth responses. (Does that make sense?) How do you reply to the most recent response? It’s all greyed out?
Hi Corina,
The case should show all the back and forth as activities. Does the agent (or his supervisor) see the same when searched on an admin account?
Regarding agent not being able to reply to completed emails, does the agent have the action to “Create Activity” in their permissions?
Is it possible to attach a screenshot for reference?
Hi Varun,
This is Vicky a new email user. We have the same doubt.
We can not retrieve the original/most recent email to answer a customer when we finish working with his/her request.
Can you assist us on that, please?
Hi Vicky,
If you are the user that completed the request, you can find the completed activity in the ‘completed’ folder under the ‘activities’ folder. Click on the activity. If you have appropriate permissions, you should be able to click on the reply button to reopen case and start a new email reply.
If you are not the user that completed the request. You will need to search for the activity by clicking the ‘My Searches’ and ‘Add folder’ which will pop-up a search screen. Either supply it with the case id or the activity id. Then click on the activity and if you have appropriate permissions should be able to re-open the case and start a new email reply. See picture below:
Thanks
Thank you so much SLi! You helkped us a lot!