We would like to see improvements to the email follow-up workflow for conversations that originate from inbound phone calls.
Our teams frequently need to send email follow-ups after a phone call when an issue cannot be resolved immediately. However, the current experience lacks transparency and control.
- When an agent selects Reply within a phone conversation, there is no indication of which Reply From email address is being used.
- Agents cannot change the Reply From email address if needed.
- The outbound email appears in the conversation more like a chat message than an email, making it unclear whether the customer received an actual email or simply another conversation message.
What we’d like to see:
The conversation be able to be changed to email when the conversation is initiated by phone call within the same thread. In addition
- Display the Reply From email address whenever an agent sends an email from a phone conversation.
- Allow agents to select or change the Reply From address (where applicable).
- Allow agents to add / change the Subject line
- Clearly distinguish outbound emails from chat messages within the conversation timeline.
- Provide clear visibility into how the customer will receive the message (email vs. in-app/chat).
A more intuitive and transparent email workflow for phone conversations would significantly improve agent efficiency and reduce uncertainty when following up with customers