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| _ExcerptUniteCaseRoutingDeprecated |
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| _ExcerptUniteCaseRoutingDeprecated |
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If you have Unite and Email-to-Case enabled for your Salesforce org, when Salesforce receives a message through a configured channel, Salesforce creates a new case. Vonage Contact Center then routes that case to an agent. The agent can perform various actions, including replying to the original email from within the case. You can create a workflow rule that updates the status of the case when an agent sends an email reply.
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