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
Hello @Vicky,
There is no way to add a CC or BCC standard to an email workflow. BCC standard can be added to an email alias but this would apply to all outgoing emails using this to: email address.
If you’re looking for supervisors to read every single email before it is send out, you can set up a supervisory loop outbound workflow instead.
For a supervisory loop outbound workflow, you can configure a specific user or group of users to have their emails reviewed and approved by a supervisor in advisor desktop before they are sent to the customer (these email approvals go into a queue for supervisors to review). If not approved, the email goes back to the agent’s inbox for improvement.
Otherwise, you can also have the supervisor review and approval not required for the email to be sent but let supervisors review the emails after they have been sent out where they can flag the replies either ‘Quality Met’ or ‘Quality not Met’.