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Record an Email Message

Requirements: This feature may or may not be available to you, depending on the licenses and rights assigned to you in Interaction Administrator. See Requirements for Snippet recordings.

You can use the Snip button to make a recording that is stored in the CIC database. Snippet recordings of email interactions are available only if your CIC administrator separately enables this feature. Snippet recordings of email interactions are not available by default.

Note: Ad-hoc recordings of email interactions are not supported. Snippet recordings of email interactions are available only if your CIC administrator separately enables this feature.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictions regarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user or licensee will use the product in compliance with any federal or state law.

Recording an Email Message

You can record either or both the incoming email interaction and your reply or forwarded email message. Some special considerations and limitations apply to snippet recordings of email interactions. For more information, see Snippet recordings of Email messages.

Tip: The Snip button does not appear on the Queue Control toolbar, Email Window for Incoming Messages, Email Window for Outgoing Messages, or the Interaction Properties dialog box by default. Your CIC administrator can add this button via a client template. Or, if you have the appropriate rights and license you can add it. For information about adding toolbar buttons, see Customizing Toolbars, Configure Email Windows, and the Interaction Properties Dialog box.

Select and pick up the incoming email interaction (parent).
(Optional) To record the incoming email interaction click Snip in the Queue Control toolbar, Email Window for Incoming Messages, or the Interaction Properties dialog box.

Result: A snippet recording is made of the incoming email interaction. All of the text in the original email interaction is included in the snippet recording.

In the Email Window for Incoming Messages, click Reply, Reply All, or Forward.
(Optional) To record the reply or forwarded email message, in the Email Window for Outgoing Messages, click Snip.

Result: A snippet recording is made of the reply or forwarded email message. Again, all of the text in the reply or forwarded email interaction is included in the snippet recording.

Send the reply or forward the email.

Important: The Snippet recording of this reply or forwarded email is not saved until you click Send.

Ensure that any email reply or forwarded email is disconnected before you disconnect the original email interaction.