I have a question related to triggers.
My trigger is notifying the requestor (so my Customer) with a special email based on a unique tag. The fact that the email was sent out is only in the ‘Events’ tab, which is not shown to agents at first sight and is missed most of the time.
As the email was sent to requestor it is a reply to him – why it cannot be visible as a Public reply in ‘Conversations’ tab? It would show the agent that the email was sent out. We have a lot of doubled messages as the trigger sent the message and the agent too, cause he/she didn’t see it.
Is it possible to have ‘Email notifications’ made by a trigger visible in the ‘Conversations’ tab? In my opinion, such emails are also part of the 'Conversations' with a Customer, but it is just an automated message.
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