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Sending emails from Oracle Messaging chats
Answer ID 12646 |
Last Review Date 09/01/2023
How can I send emails to contacts created from Oracle Messaging?
Environment:
Chat, Oracle Messaging
Oracle B2C Service
Resolution:
When a contact is created from an Oracle Messaging chat, the contact's email address is invalid and has a specific format. More details on this subject can be found in Answer ID 12446: Oracle Messaging Email Addresses. If the contact is willing to share their real email address for future communication via email, this email address can be added as an alternate email within that contact record. You can then use the contact's incidents to send a response via their real email address. More feature details are available in our Online User Guide under Add a Contact section.
If you choose this setup, there are a couple of aspects that need to be taken into account:
- Depending on the value of OE_SVC_SENDMAIL_SINGLE_ADDRESS configuration details, the agent must send the email via the incident response to both email addresses, or they can select which one to send the email to. More details are available in Answer ID 7778: Response emails sent to both primary and alternate email address of contact.
- Asynchronous Chat will only work if the primary email is set as the Oracle Messaging email. Otherwise, the Chat button in the Incident workspace will be grayed out. More on this feature is available in the Use Asynchronous Chat to Continue a Social Messaging Chat section of the BUI Online User Guide.
