Just to be sure I understood correctly.
Emails are integrated via ERMS into agent inbox, and an interaction record (IR) is also created at the time of integration of the email.
Then an agent selects the email in the inbox to process it right ?
I guess he does not use the "Contact" button, for it would create another IR. How do you process the email from the inbox ? You just use the hyperlink to display the email details ?
That would help to understand the requirement.
Best regards,
Sylvain AGUETTAZ