Is it possible to change the status of an e-mail based on the fact it has ERMS tracking text within the body of the message?
We have implemented e-mail threading where the back-and-forth e-mails will show up as part of a tree view in the CRM WebUI, but they want agents to know when it is there turn to respond to the customer. One important factor in this is that the client would like the original agent to handle the customer issue from start to finish (so it would not be the 1st available agent that answers the customer's response).
The question is really about how does the agent know when it is there turn in this back-and-forth dialog?
Their process:
The agent reviews inbound communication (e-mail, phone, or chat) and accepts the communication, creates an Interaction Record (IREC), creates a service request as a follow-up to the IREC, then e-mails the customer a summary of the interaction. This summary includes ERMS tracking text. So when a customer responds to this message, the system can route it to the agent responsible, but how is the agent notified that it is their turn in the communication stream?
Ideal Solution(s):
- As I've thought about this, is there a way to change the status of an e-mail (to Agent Response Needed) based on the customer's response assuming they leave the tracking text within the body of the message. I have explored the many options within the rule policies but there does not appear to be anything like this. We currently have the ability to change the priorities, I'm just wondering if there is a way to change the statuses (see image below).
- As a workaround for not being able to change the e-mail status, if we could change the status of the related Service Request to "Agent Response Needed", then I could create a quick search for Service Requests that were assigned to the individual that also needed a response. Agents could then identify the e-mails directly from the Service Request using the tree view.
- Is there a way to have the customer's response bold in the Agent Inbox? Much as new messages are displayed in Outlook, having the response message (with tracking text) appear in a bold or highlighted way would suffice.
Please let me know if you have experienced this requirement and how you resolved it.