Introduction

The default layout for email cases in Care Console shows the conversation widget in the expanded state for better readability. With this, agents can go through the conversation without scrolling much and get enough space for the reply box at the same time.

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The non-expanded state can also be configured for the email cases. To get this capability enabled, reach out to support at tickets@sprinklr.com.​

For lengthy emails in Care Console, you can get the messages clipped and add the placeholder View entire Message to show when the email is longer than the specified character limit. This placeholder will be visible in the Conversation pane, Case third pane, and Case History & Activity widgets.

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You can upload the desired font *.woff files in the Digital Asset Manager and enable agents to select from different fonts in the reply box.

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In the conversation middle and third pane, hovering over a phone number in an inbound or a published email, an overlay popup will appear with three options:

a. Call

b. Add to Phone

c. Copy

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You can make the Reply All option selected by default in the reply box for all the users.

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Restrict Email Subject and Recipients Editing for Specific Agents

You can enable a feature to restrict specific agents from editing email subjects and adding new recipients in the "To," "CC," and "BCC" fields. This means that these agents won't have the ability to modify email subjects or include new recipients that haven't been pre-added in the system.

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View the Entire Email Thread in Agent's Response

Email threading ensures that the agent response includes all of the subsequent replies and forwards pertaining to the original email.

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Thread View

In Care Console, for email cases, you have the option to enable thread view from the dropdown menu located in the top right corner of the conversation widget. Additionally, you can expand or collapse all messages within the thread using the respective options on top of the conversation pane.

Clicking on 'Expand All Messages' will unfold all the messages in the thread, while clicking on 'Collapse All Messages' will condense them.

It's worth noting that the selected message view mode will persist across all email cases when thread view is enabled, ensuring a consistent viewing experience.

To Create an Autofill Rule for Email Threading

1. Click the New Tab icon. Under Governance Console, click Rule Engine within Collaborate.

2. On the Rule Engine window, click Create New Rule in the top right corner.

3. On the New Rule window, provide a Name and an optional Description for your new rule and set the Rule Scope.

4. From the Context drop-down menu, select Autofill.

5. Select the Rule Type as Standard and click Next.

6. Select the condition and add the account on which the changes are needed.

7. Add the required actions to change properties of message, control visibility or copy properties from source to destination.

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