An Email Channel Interface is implemented using Channels and Interfaces. When an email is received in the configured email account then the listener reads it and creates an OOTB ET- case for it and as the application is on CS framework, the ET- case creates an I- case in CS stack.

As we understand the ET- case is expected to stay in background and I- case is to be worked upon by user. Email content is maintained in the ET- case and the email content in the ET- case to be fetched & displayed with in I- case as an embedded component enabling user to view & reply. The reply also to be saved in ET- case but should be fetched and displayed in I- case. When the I- case is wrapped up then the ET- case also to be resolved in the background.

We are displaying customer 360, so bringing all interaction related to customer and uder can take action on triage case related to other interaction also. In that case how i need to tage the ET case of old interaction to new interaction.

As part of service request, if user want to send new email, is it possible to send new triage cases for the same interaction.