Open Forum

Hi Ben

Thank you for the feedback, I'm the product manager for the email channel in 8x8, we currently doing work on email, where there will be a new UI experience that is due to be released next month, also we are introducing a beta program where you can blend interactions together if you want agents to take email and voice together. 

As you have a lot of queries on here, some of which already we have in the platform, and others I would like to get a bit more detail on, would you be free to have a call to go through these items? Then also I will add the updates here so others can see the responses. 

Thanks
Chris Crombie

Hi Ben

Thank you for the feedback, I'm the product manager for the email channel in 8x8, we currently doing work on email, where there will be a new UI experience that is due to be released next month, also we are introducing a beta program where you can blend interactions together if you want agents to take email and voice together. 

As you have a lot of queries on here, some of which already we have in the platform, and others I would like to get a bit more detail on, would you be free to have a call to go through these items? Then also I will add the updates here so others can see the responses. 

Thanks
Chris Crombie

Ben,

I'm thinking about implementing email in 8X8 and would love to connect. Our use case is there can be multiple back and forths with the customer would love to know how that is handled.

Chris Masucci

Hi Ben

Thank you for the feedback, I'm the product manager for the email channel in 8x8, we currently doing work on email, where there will be a new UI experience that is due to be released next month, also we are introducing a beta program where you can blend interactions together if you want agents to take email and voice together. 

As you have a lot of queries on here, some of which already we have in the platform, and others I would like to get a bit more detail on, would you be free to have a call to go through these items? Then also I will add the updates here so others can see the responses. 

Thanks
Chris Crombie

Happy to chat. DM me if needed!

In short, when we receive an email it's given a case number, ie 12345. When we respond, that reply is 12345.1, customer resply to that is 12345.2 all tracked under the case 12345 as followups. The case however can only be closed by 1 person, so it doesn't really track how many people have worked on the case in any reports.

There are some major changes which will affect email (for the better) rolling out in the next month, so hopefully something is also included about this.

Ben,

I'm thinking about implementing email in 8X8 and would love to connect. Our use case is there can be multiple back and forths with the customer would love to know how that is handled.

Chris Masucci

Hi Ben

Thank you for the feedback, I'm the product manager for the email channel in 8x8, we currently doing work on email, where there will be a new UI experience that is due to be released next month, also we are introducing a beta program where you can blend interactions together if you want agents to take email and voice together. 

As you have a lot of queries on here, some of which already we have in the platform, and others I would like to get a bit more detail on, would you be free to have a call to go through these items? Then also I will add the updates here so others can see the responses. 

Thanks
Chris Crombie

Hi Ben, is there a summary of these proposed changes?

Happy to chat. DM me if needed!

In short, when we receive an email it's given a case number, ie 12345. When we respond, that reply is 12345.1, customer resply to that is 12345.2 all tracked under the case 12345 as followups. The case however can only be closed by 1 person, so it doesn't really track how many people have worked on the case in any reports.

There are some major changes which will affect email (for the better) rolling out in the next month, so hopefully something is also included about this.

Ben,

I'm thinking about implementing email in 8X8 and would love to connect. Our use case is there can be multiple back and forths with the customer would love to know how that is handled.

Chris Masucci

Hi Ben

Thank you for the feedback, I'm the product manager for the email channel in 8x8, we currently doing work on email, where there will be a new UI experience that is due to be released next month, also we are introducing a beta program where you can blend interactions together if you want agents to take email and voice together. 

As you have a lot of queries on here, some of which already we have in the platform, and others I would like to get a bit more detail on, would you be free to have a call to go through these items? Then also I will add the updates here so others can see the responses. 

Thanks
Chris Crombie