Last modified at Friday 10 January 2025
Definition
On your AMI client, you can decide to reply and/or forward on a conversation... and decide to keep the conversation open.
This way typical use cases are supported. Like:
- 1st forward to other participant for extra information - before reply to sender
- Or reply to original sender but keep conversation open for any follow-up action.
All of this can be just like on any other AMI handled conversation, include to change the subject, body and change participants.
On your AMI client, you can decide to reply and/or forward on a conversation... and decide to keep the conversation open.
This way typical use cases are supported. Like:
- 1st forward to other participant for extra information - before reply to sender
- Or reply to original sender but keep conversation open for any follow-up action.
All of this can be just like on any other AMI handled conversation, include to change the subject, body and change participants.
Mandatory Genesys configuration before AMI release 3.13
For this it is required to have Multiple Actions turned on - see article Genesys Help center
For this it is required to have Multiple Actions turned on - see article Genesys Help center
Best practices
a. for the useability - keep the Multiple Actions always on to each mail address - and decide what the AMI preference is for keeping conversation by default on/off (AMI setting page since AMI R3.11)
b. keep in mind on override outbound address on Genesys queue. Not advised to have different configuration then on configuration of original recieved address - due to fact that outbound address for queue is leading.
a. for the useability - keep the Multiple Actions always on to each mail address - and decide what the AMI preference is for keeping conversation by default on/off (AMI setting page since AMI R3.11)
b. keep in mind on override outbound address on Genesys queue. Not advised to have different configuration then on configuration of original recieved address - due to fact that outbound address for queue is leading.
Notes
a. this is only supported on open conversations
b. attachments are included when forward is selected
a. this is only supported on open conversations
b. attachments are included when forward is selected