Hi everybody,
Hope you have a great day. I have some question for you, about email
To recontextualize, my company publishes multi-channel customer interaction management software. We allow our customers to capture, analyze and distribute the interactions that arrive in their organization, especially on the phone, email, webchats ...
We have created a link with Salesforce to make contact screenpop when he call, based on its phone number, to allow user to make simple click-to-call or even automatic task writing at the end of a call.
Today, we want to go further. Indeed in the context of email processing, we have our own processing interface (reading, answer..). But we would like to be able to offer email management directly in Salesforce. In a schematic way, we carry out in our software the analysis and distribution to the right user, and the processing is done in Salesforce using email interface.
But for that we need to exchange a number of APIs, and I haven't found any very clear information. So, I appeal to your help and kindness.
Do you know if it is possible:
- To automatically add an email assigned to a user in Salesforce, via an API ? If yes, which one ?
- To notify (via notifications or in another way, via a task for example?) The user that he has an email to deal with?
- That Salesforce sends back information indicating that the email has been processed? In fact, we have presence / occupation management, so we must know when the agent has finished processing so that we can make it available for another action.
Thank you very much for your help and sorry for this very long question.
1 answer
Hi Quentin,
Sorry for the inconvenience. In case you don't receive a response here, may I also suggest joining the developer forums below to collaborate with the experts for best practice and advice.
https://developer.salesforce.com/forums
https://salesforce.stackexchange.com/
Hope that helps.
Regards,
Jayson
