| Description |
We have long had an issues with when a user is Out of office, but replies are made via the portal. There is no guarantee that the customer will get a timely response, and of course this leads to them becoming upset and further escalations.
An Agent can setup if they are out of the office, and a return date. Then that could do a couple of things, maybe all or a combination when the customer leaves a reply in the portal:
# Customer Reply should also E-mail the escalation contact on the routing
# Send an Auto Reply to the customer letting them know that the Agent is currently unavailable and will return on ___ date.
## Ability to Customize the message system wide, or by user.
|