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CS Inbound Correspondence - Behavior
Hi,
I have few questions on the OOTB behavior for the inbound correspondence Interaction.
- When Interaction case gets created, CSR replies to the email via Interaction. What happens
- When CSR does not Wrap up the case and Customer replies. Does it create new interaction or it updates existing Interaction case?
- If CSR Wraps up the case and customer replies, Hope it will create new email interactions. If so does this new interaction, have history of the previous email thread?
- Any functional documentation available on the OOTB behavior of Inbound email interaction
Thank you!