This module enables triggering emails at various instances of handling customer call. Agent can shoot email providing certain information to customer while interacting or at the end of call with customer.
Other part of email interaction is receiving i.e. downloading received emails from specific corporate email account as continuous process. Parsing the subject or text to extract expected pattern and tagging the same based on certain criteria and finally store them as part of customer interaction in the database. Enabling this feature means attaching email correspondence as part of pop-up window on receiving incoming call.
The receiving part requires customization when it comes to pattern matching and tagging criteria.