Report on forwarded emails

Liberty Converse and Connect Advice
1

We have online webforms that come into Liberty as an email but then are forwarded out to the customer email address. Due to this, the forwarded email (essentially the reply) is not readily available in any reports that I can see. Is there anything anyone can suggest?

Thanks
Dave

2

Hi David. When using Forwards, this is really used for forwarding to other areas of the business, not using the Contact Centre. Have you thought about using the Reply/Reply All option and then putting the customer’s email address in, this way you can see the replies and the customer can then reply direct to the Contact Centre.

Let us know if that isn’t possible.

Thanks

Jonathan Redsell

3

Hi David - in addition to what Jonathan has suggested, it would be much better if your web forms can present the FROM address as the customers actual email address instead of a generic “webforms” address. That way they can reply directly and reports will work much better for you.

Hope that helps.

4

Thanks both! - I’ll look into these options

Dave