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Embed code for: How can I process emails in CRM after an agent left?
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Lisa, Customer service rep, asked:
We have a very high turnover agent rate and we want to ensure that we have a good process where we continue to process customer emails. How can we make sure that we continue to process customer’s emails even when an agent is no longer with the company?
Elad: First, make sure that you keep your agent’s mailbox active in Exchange. If Exchange mailbox is still active, you can use forward mailbox. When using forward mailbox, you can create an additional mailbox within CRM (without the need of additional license). Then, create a rule in Exchange that forward the emails from the agent mailbox to the forward mailbox as attachments. You can forward one or more mailboxes to the forward mailbox. CRM will process all the emails that arrived to the forward mailbox
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