Include previous messages in the email preview

Previous messages can now be included as part of the email preview functionality in Service Request messages. As an agent, when I am in the process of composing an email response to a customer, I have the ability to do a preview and view how the email will appear to the customer including any applied email templates. If enabled, this preview functionality will now also include any past conversations (in other words, the previous messages in the SR thread). This functionality enables agents to have a clear view of the email thread.

Previous Conversation in Email Preview

Previous conversation in email preview

This feature will allow agents to have a complete view of an email during compose that will include any applicable email templates along with any associated previous messages in the SR thread.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

To utilize this feature, you will need to ensure that you have enabled the inclusion of previous messages by setting the following profile option to Yes (SVC_EMAIL_ENABLE_PAST_CONVERSATIONS). 

You will also want to define which message types should include previous messages. This can be done by setting the following profile option: SVC_EMAIL_PAST_CONVERSATION_MSGTYPES -  ORA_SVC_RESPONSE,ORA_SVC_CUSTOMER_ENTRY

In this example, the profile option has been set to enable previous messages for message types of Response and Customer Entry.

For instructions on additional options that are available for previous messages, please reference the documentation available here: https://docs.oracle.com/en/cloud/saas/fusion-service/fairs/configure-profile-options-to-display-email-thread.html#s20069124

Access Requirements

In order to update profile options (if necessary) you will require Administrative privileges.