In case of a web bot where the user is interacting and for a fallback scenario where if a query could not be answered by the bot then they want to submit their query which will be later answered by a human agent. Here the agents are not available in the Inbox module (No Inbox module since customer does not want agent licenses) so whenever a new query is entered it will be sent to a specific Support email id as an outbound notification which they can review and then respond.
- Is it possible to have the same Support email ID configured in the channels section as a Sender and the same email ID could also be a receiver ?
- Since in the email notification mail there will be some dynamic variables like Customer name, customer email id and the query asked. Any limitation on the char limits of variables ?
- Along with the support email ID. Can we also include the customer’s email id collected in the bot flow ?
- If the support agent replies via that Support email account (Not Inbox module since customer does not want agent licenses) so that will remain like a normal one-to-one email conversation or any restriction there ?