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Topic

    Pavol Procka
    Create a follow-up Email Incident from Chats and CallsAnswered
    Topic posted August 9, 2019 by Pavol ProckaSilver Crown: 22,500+ Points 
    35 Views, 5 Comments
    Title:
    Create a follow-up Email Incident from Chats and Calls
    Summary:
    Create a follow-up Email Incident from Chats and Calls
    Content:

    Hi,

    I am looking for a way to create a follow up email incident from a chat or call. Basically, when a chat or call comes in, the agent fills out the customer identification and some more fields (category, brand...). I would like a functionality where when a follow up contact is required the agent can with a press of a button on the call/chat workspace have a new Email Incident opened, that would inherit all or at least some of the fields from the chat/call incident. We want to keep the chat/call as a closed incident and create an email that can be held in a Holding Q and later, once issue was resolved be sent as an answer to the customer.

    Any ideas how to achieve this?

     

    Many Thanks

    Pavol

    Version:
    18D

    Best Comment

    Sebastiaan Draaisma

    That is correct, a survey would not create an incident (forgot about that). It would only create a new incident when one would reply to this follow up message. I guess the only alternative left is through CPM. This CPM would then be able to copy all desired fields into the newly created incident.

    Comment

     

    • Sebastiaan Draaisma

      Hi Pavol.

      This can be done with an escalation rule.
      Incident marked as solved (and other criteria in your IF) will escalate the incident after a specified time (minimum is 0-15 minutes) and upon escalation you send a message to the contact (also through the business rule) with a standard text enabled for rules or without a standard text but with a conditional text (escalation) in your message template.

    • Pavol Procka

      Hi Sebastiaan,

      Thanks for the response, but I am wondering, will this create a new incident ort just re-open the existing one and add to its thread? I had a look at the escalation rules, but cannot see how it creates a new Incident. 

       

    • Sebastiaan Draaisma

      Ah, this would update the existing incident. You are able to create a follow-up mail without modifying the thread by using a conditional text in the message template. This would than only change the incidents.updated date. A reply to this follow-up would however modify the thread.

      To create an entire new incident through an OOB solution, may be to create a survey without any questions where the invitation message is the follow-up message.

      An alternative is through CPM where the escalation will trigger the CPM which creates a new incident and performs the magic.

    • Pavol Procka

      Thanks for the reply. If I understand it correctly, the 1st option would create a survey, but not an incident, correct? I would need an incident that would inherit Category, Subject, Contact Email, Brand etc... However it would ned to be of a different contact source type (email, where the original incident would be chat or call) and would need to give the agent the option to change the Q and the status and add private notes or a response. Basically we are looking for a quicker way of creating follow up emails (currently the agents simply create a new incident and fill out everything manually, which given our relatively complex worspaces can take a minute or two).

      As for the 2nd solution, I understand what you mean here and will ask our coding team to have a look if and where we can fit this to their pipelines :)

    • Sebastiaan Draaisma

      That is correct, a survey would not create an incident (forgot about that). It would only create a new incident when one would reply to this follow up message. I guess the only alternative left is through CPM. This CPM would then be able to copy all desired fields into the newly created incident.