Agents can improve collaboration and communication by seamlessly engaging with external users via email from the agent desktop within Sprinklr. Presently, this functionality is limited to Email and Social cases.

When collaborating with external parties via email, all attachments from the parent case will be automatically included in the outbound email. Agents will have the option to discard any attachments they do not wish to send.

When an agent initiates communication with an external party, a subcase is automatically created to enable parallel interaction.

There are three primary methods for case collaboration:

1. On a Case via Third Pane: Hover over the Options icon and select Collaborate Via Email.

   

2. On a single message: Hover over the desired message and select Collaborate Via Email.

   

3. For multiple messages: Bulk select messages and choose the Collaborate Via Email option from the options that appear at the bottom.

   

Based on your preference, either the entire conversation or selected messages will be included in the email as a trail for reference. The Quick Publisher window opens with the trail attached at the end of the mail.

Here's a preview of how the trail looks: