Akixi 3000 Email HOLD status
We need to be able to put an email in “Hold” status, for example when a customer contacts an Insurance broker (our client), the brokers Agent needs to contact an underwater for pricing and wait for response, before the brokers agent can then reply to the email back to the customer with the offer.
The broker Agent would also would need to deal with other emails in between this response so would need to be able to take more than one out of the queue.
As the email picked from the queue would remain uin the agents mail box, this should be marked as ON HOLD" in the reporting until the agent has replied to the message.
The other way may be that the Agent reply's to the message instantly saying thank you for getting in contact, we will get back to you shortly. The agent would then need to be able to respond to the email from their in box at a later time.
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Hi Andrew,
We are pleased to let you know that your suggestion has moved to the design stage.
The Product team are now incorporating your suggestion into the design of a future product enhancement.
Do let us know if you have any other comments that can be passed to the Product team during the planning stage.
Please check back to this forum for any updates to your suggestion.
Thanks,
Marcus -
Hi Andrew,
Thanks for your idea. This feature would compliment an upgrade to the Omnichannel Panel allowing you to take multiple emails and then parking/holding emails where you are waiting to be able to send a reply back.
We will review this feature for development.