Frontline Mail Manager
The standard functionality of Genesys Cloud CX in an email channel offers a whole host of options for recognizing smart routing and answering emails within a customer contact environment. But… What if your email process is just that little bit more complex?
Frontline Mail Manager (FMM) was created to improve the limited email handling features of Genesys Cloud CX. The default handling options are mainly designed for responding to a message, after which the conversation is considered finished. However, in reality, an email exchange usually involves multiple back-and-forth messages before it can be closed. FMM addresses this challenge effectively by introducing “threads” that link several emails together.