Please we need clarity on the items listed below and how they can be deployed.
In the activity field on Advisor Desktop, how can we add an empty text field in the subcategories for agents to input values / numbers.
How do we automatically assign due date to auto classified activities coming into eGain
How do we send email content, (i.e. both the content received from customers and agent’s response mail) to client’s CRM via APIs. Or How can we send email transcripts (i.e. including all conversation both from customer and agent) to a client’s CRM via APIs.
In the activity field on Advisor Desktop, how can we add an empty text field in the subcategories for agents to input values / numbers.
A: This can be done by creating a custom attribute and can be configured on the screens needed.
How do we automatically assign due date to auto classified activities coming into eGain?
A: In the inbound workflow, first you will have to create a classify node to classify the incoming activities and then create an SLA node with the due date. So, any incoming activity with the specified classification will be assigned a due date.
How do we send email content, (i.e. both the content received from customers and agent’s response mail) to client’s CRM via APIs. Or How can we send email transcripts (i.e. including all conversation both from customer and agent) to a client’s CRM via APIs.
A: This can be done. It will be a custom solution developed by PS where in the email trasncripts in eGain is sent to client’s CRM via API’s.
