Excellent tutorital. I am struggling with my service team who want to convert all inbound email to a queue, 'Inbound Email' then pick items to work on but while the item remains an Email Item, they want to use the central email address 'inbound email' to make replies from and so conceal their identity. I cannot see how responses from the recipient can then be associated to the actual user who owns the picked email item. The response will just route back to the default queue 'Inbound email' It would be great to understand how other business are using and routing email item. The team do not want to create cases by default which might make things easier since the case would follow the email engagement.
Queue types can be Messaging, Records or Voice. If you want to route message conversations related to live chat, sms or social channels message then use messaging type. If you want to route records from table such as Cases or Email then use record types. If you want to use Voice calls routing from phone number then use Voice type. It's basically classification of queue types based on channel categorization.
Absolutely brilliant video, very clear, concise instructions and excellent presentation. Thank you.
@DLiberator78 - Glad you liked the video :)
Excellent tutorital. I am struggling with my service team who want to convert all inbound email to a queue, 'Inbound Email' then pick items to work on but while the item remains an Email Item, they want to use the central email address 'inbound email' to make replies from and so conceal their identity.
I cannot see how responses from the recipient can then be associated to the actual user who owns the picked email item. The response will just route back to the default queue 'Inbound email'
It would be great to understand how other business are using and routing email item. The team do not want to create cases by default which might make things easier since the case would follow the email engagement.
Hi Anna, Thanks for the comments. You need to use Javascript code to modify the from address when you provide a response back to the user.
What is meant by Queue type, message or entity....what do these identify or mean ?
Queue types can be Messaging, Records or Voice. If you want to route message conversations related to live chat, sms or social channels message then use messaging type. If you want to route records from table such as Cases or Email then use record types. If you want to use Voice calls routing from phone number then use Voice type. It's basically classification of queue types based on channel categorization.
Greate Video! Can one Case added to multiple queues at the same time?
Thanks Luna for your query. One Case record can be attached to one queue at a time from the out of the box view.
This is awesome , thanks a lot 🫡
Thanks for watching!!