9
Feature:
Add a reply/reply all action for E-Mail activities to the command bar of the timeline.
Business case:
When a user is working in the timeline (for example inside a case) and want to respond to an E-Mail, he always have to open the activitiy from the timeline via the command bar, then wait until it loads and then select the reply/reply all action on the new loaded form. This takes a lot of clicks and also some wait time. This is a day to day activity for an agent, so it costs a lot of time.
Benefit:
With a reply action on the timeline, an agent could directly answer the E-Mail from the timeline and would save clicks and wait time and could be more productiv.
Add a reply/reply all action for E-Mail activities to the command bar of the timeline.
Business case:
When a user is working in the timeline (for example inside a case) and want to respond to an E-Mail, he always have to open the activitiy from the timeline via the command bar, then wait until it loads and then select the reply/reply all action on the new loaded form. This takes a lot of clicks and also some wait time. This is a day to day activity for an agent, so it costs a lot of time.
Benefit:
With a reply action on the timeline, an agent could directly answer the E-Mail from the timeline and would save clicks and wait time and could be more productiv.
STATUS DETAILS
Completed
Administrator on 3/30/2023 9:53:57 AM
Thank you for your suggestion.
It is possible now to add email commands in the timeline. Please refer to the documentation - Configure email commands for timeline.